Job Description
OverviewFred 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.
Fred Hutch's Proton IT team is looking for a Service Desk Engineer III to provide advanced technical support for our clinical and administrative teams. We are seeking a customer-service-oriented candidate with excellent communication skills who is willing to go the extra mile to support our customers. The qualified candidate is passionate about troubleshooting, administration, and support of desktops, laptops, peripherals, printers, mobile devices, virtual infrastructure, and all related endpoint hardware and software for office and clinical settings on site.
As an IT Service Desk Engineer III at the Proton Center, you will work closely with the other Fred Hutch IT teams to deliver high quality customer service and technical support. The ideal candidate for this position is customer-focused, analytical and technically strong. They will be joining a small team that covers a wide variety of computing-related problems and provide end users with end-to-end resolution of client-side technical issues.
This job is on-site at the Proton Therapy Center (1570 N 115th St) and will require occasional weekends.
Responsibilities
Provide advanced troubleshooting and resolution for hardware, software, authentication, connectivity, peripheral, and application issues
Answer incoming calls and walk-up requests for technical support
Record incidents and requests in the ticketing system, including capturing request details, assessing impact/priority, and documenting resolution
Independently manage and resolve tickets in the queue within established service expectations
Manage user account access via Active Directory and Duo, including onboarding/offboarding and departmental technology changes
Prioritize incidents according to operational and patient-care impact and communicate clearly with users and technical teams throughout resolution
Perform initial troubleshooting of infrastructure, network, security, and application issues and coordinate escalation to appropriate technical teams when necessary
Publish and maintain documentation in the team knowledge base
Exercise good judgment when faced with challenging situations
Understand and adhere to escalation paths
Participate in IT projects and initiatives
Demonstrate excellent customer service with a high degree of professionalism
Ability to learn and retain new information and skills
Collaborate effectively with team members to identify and work toward solutions
Manage multiple tasks and competing priorities, including time management
Some weekend work required
Qualifications
Required:
High School diploma or equivalency and Minimum 3 years of Desktop Support/Service Desk support experience
Expertise in troubleshooting and diagnosing hardware and software issues
Advanced/Expert knowledge and experience with support of Windows operating systems in an enterprise domain environment, including installation, troubleshooting, and configuration
Ability to independently troubleshoot complex technical issues, identify likely root causes, and determine appropriate escalation paths
In-depth knowledge of Microsoft Office 365 applications
Expert knowledge of Active Directory and security groups
Working knowledge of enterprise networking concepts and protocols, including TCP/IP, DNS, DHCP, VPN, and wired/wireless connectivity
Experience with server build, deployment, and support
Experience supporting Citrix, VMware Horizon, or other virtual desktop environments
Experience supporting healthcare, clinical, or other highly regulated environments
Strong knowledge of peripheral and accessory/adapter hardware
Strong customer-service orientation and professionalism
Excellent verbal and written communication skills
Adaptability in a changing IT environment
Demonstrated ability to learn and apply new technologies and technical concepts
Preferred:
Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, or equivalent are preferred
The hourly pay range for this position is from $36.85 to $55.26 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), paid parental leave (up to 4 weeks).
Additional InformationWe 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 hrops@fredhutch.org or by calling 206-667-4700.