IT Service Desk Engineer II: Expert User Support

Fred Hutchinson Cancer Center (Fred Hutch); Seattle (WA); On-site; USD 47,000 - 69,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Fred Hutchinson Cancer Center in Seattle is seeking a Service Desk Engineer II to deliver high-quality IT support for desktop and endpoint devices in office and lab settings. You will handle incidents, remote access, and user training while collaborating with teammates and participating in on-call rotations.

Strong communication and Windows 10/11, Office 365, Citrix experience required; on-site role with an emphasis on customer service.

Qualifications

• High School diploma or equivalency is required.
• Minimum 2 years of experience in IT support.
• Experience supporting Windows 10/11 including install, troubleshooting and configuration.
• Experience with Office 365 programs including Outlook.
• Experience supporting Citrix and virtual environments.
• Experience with network shares and permissions; VPN/RDP/DHCP knowledge.

Responsibilities

• Answer incoming calls, emails, and walk-up requests for IT support.
• Provide remote access support as needed.
• Record incidents in the ticketing system with details, impact, and priority.
• Manage and resolve tickets within SLAs.
• Maintain customer communications and ticket status.
• Publish and maintain knowledge-base documentation.
• Collaborate with team and participate in IT projects.
• Assist in training junior team members.
• Maintain punctual attendance.

Skills

Customer service

Communication skills

Troubleshooting

Team collaboration

On-call readiness

Education

High School diploma or equivalent

Tools

Windows 10/11 support

Microsoft Office 365

Citrix

VPN/Remote access

RDP/Terminal Services

Linux

Mac management tools (JAMF)

Job description

Fred Hutchinson Cancer Center in Seattle is seeking a Service Desk Engineer II to deliver high-quality IT support for desktop and endpoint devices in office and lab settings. You will handle incidents, remote access, and user training while collaborating with teammates and participating in on-call rotations.

Strong communication and Windows 10/11, Office 365, Citrix experience required; on-site role with an emphasis on customer service.