IT Service Desk Engineer II

careers-fhcrc; Seattle (WA); On-site; USD 45,000 - 69,000; Full time

Job summary

Fred Hutchinson Cancer Center in Seattle seeks a Service Desk Engineer II to deliver high-quality IT support for desktop and endpoint hardware across campus. You will handle installation, troubleshooting, and administration of devices, printers, and mobile gear, providing timely solutions to end users.

Join a customer-focused team with on-call rotation, contributing to a professional, collaborative environment that values integrity and innovation in biomedical research and clinical service.

Qualifications

• Minimum 2 years of experience in IT support environments.
• Experience with Windows 10/11 installation, troubleshooting and configuration.
• Experience with Microsoft Office 365 programs including Outlook.
• Experience with Citrix and Virtual environments.
• Experience with network shares, permissions, VPN, RDP, DHCP or static connections.

Responsibilities

• Answer incoming calls, emails, and walk-up requests for IT and technical support.
• Provide remote access support as necessary.
• Record incidents and requests in the ticketing system with details, impact, and priority.
• Manage and resolve tickets within SLAs.
• Maintain communications with customers and provide status updates on tickets.
• Publish and maintain documentation in the knowledge base.
• Collaborate with team to identify solutions and assist with training.

Skills

Customer service

Communication skills

Troubleshooting

Remote support

Active Directory

Security groups

JAMF

Mac Management Tools

Linux

Education

High School diploma or equivalent

Tools

Citrix

Virtual environments

JAMF

Mac Management Tools

Job description

Overview

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems.

Do you love technology and helping customers? Are you seeking a role where you can have immediate impact? Do you thrive in agile environments?

The Fred Hutch Center IT Service Desk team is looking for a Service Desk Engineer II to make a big impact on our customers. We are seeking a candidate who is customer service centric, with excellent communication skills who has the willingness to go the distance to support our customers. The qualified candidate is passionate about installation, troubleshooting, administration, and support of desktop and laptop computers, peripherals, printers, mobile devices, pagers, and all related endpoint hardware and software for office and laboratory settings on campus.

As an IT Service Desk Engineer II, you will work closely with the Hutch community to deliver high quality customer service and technical support. The ideal candidate for this position is customer-focused and technically-strong. They will resolve a wide variety of computing-related problems and provide end users with complete client-side solutions. There is a rotating on-call shift this position will participate in.

The Service Desk Engineer II reports to the IT Service Desk Supervisor.

Responsibilities

• Answering incoming calls, emails, and walk-up requests for IT and technical support.
• Providing remote access support as necessary.
• Recording incidents and requests in the ticketing system including capturing request details, assessing impact, and applying priority and categorization.
• Managing and resolving tickets in the queue within established Service Level Agreements (SLAs).
• Maintaining communications with customers and providing consistent status of assigned tickets.
• Publishing and maintaining documentation in the team knowledge base.
• Exercise good judgement when faced with challenging situations.
• Understand and adhere to escalation paths.
• Participating in IT projects and initiatives as necessary.
• Provides excellent customer service with high degree of professionalism.
• Ability to learn and retain new information and skills.
• Collaborate effectively with team members to identify and work toward solutions.
• Assist with training and coaching of more junior team members.
• Manage multiple tasks and priorities.
• Have excellent written and verbal communication skills.
• Regular and punctual attendance.

Qualifications

MINIMUM QUALIFICATIONS:

• High School diploma or equivalency.
• Minimum 2 years of experience.
• Experience with support of Windows 10/11 Operating System including: Install, troubleshooting and configuration.
• Experience with support of Microsoft Office 365 programs including Microsoft Outlook.
• Experience of supporting Citrix and Virtual environments.
• Experience of network shares and permissions.
• Experience of network topology and client configuration for connectivity via VPN, Terminal Services, RDP, DHCP or Static network connection.
• Have excellent written and oral communication skills.

PREFERRED QUALIFICATIONS:

• Proficiency in troubleshooting, problem solving, diagnosing hardware and software issues.
• Advanced knowledge of Active Directory and security groups.
• Expert knowledge of peripheral and accessory/adapter hardware.
• Expert knowledge of mobile device (iOS, Android) configuration and support.
• Proficiency in providing remote support.
• Knowledge of JAMF or Mac Management Tools.
• Knowledge of Linux.
• Excellent verbal and written communication skills.
• Demonstrated passion for technology.
• Certifications a plus, such as Network +, Security +, Dell, Apple, CCNA, MTA, CompTIA A+ etc.

The hourly pay range for this position is from $33.42 to $50.12 and pay offered will be based on experience and qualifications.Although Fred Hutch is not sponsoring most H-1B visas at this time, candidates who already hold an H-1B sponsored by another organization and are currently in the U.S. may be eligible for this position.Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), and paid parental leave (up to 4 weeks).

Additional Information

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to Human Resources at [e-mail] or by calling 206-667-4700.