IT Service Desk Engineer II

About the role

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. The IT Service Desk team is seeking a Service Desk Engineer II to deliver high‑quality customer service and technical support for desktop and laptop computers, peripherals, printers, mobile devices, pagers, and related endpoint hardware and software in office and laboratory settings on campus. The role includes participation in a rotating on‑call shift and reports to the IT Service Desk Supervisor.

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, capturing details, assessing impact, and applying priority and categorization.
• Manage and resolve tickets within established Service Level Agreements (SLAs).
• Maintain communication with customers and provide consistent status updates on assigned tickets.
• Publish and maintain documentation in the team knowledge base.
• Exercise good judgment in challenging situations and adhere to escalation paths.
• Participate in IT projects and initiatives as needed.
• Provide excellent customer service with a high degree of professionalism.
• 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.
• Demonstrate excellent written and verbal communication skills.
• Maintain regular and punctual attendance.

Qualifications

Minimum qualifications:

• High School diploma or equivalency.
• Minimum 2 years of experience supporting Windows 10/11 operating systems (installation, troubleshooting, configuration).
• Experience with Microsoft Office 365 programs, including Outlook.
• Experience supporting Citrix and virtual environments.
• Experience with network shares, permissions, and client connectivity (VPN, Terminal Services, RDP, DHCP or static network connections).
• Excellent written and oral communication skills.

Preferred qualifications:

• Proficiency in troubleshooting, problem solving, and 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 other Mac management tools.
• Knowledge of Linux.
• Demonstrated passion for technology.
• Certifications such as Network +, Security +, Dell, Apple, CCNA, MTA, CompTIA A+, etc., are a plus.

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.

Pay

The hourly pay range for this position is from $33.42 to $50.12, with the exact rate based on experience and qualifications.

Benefits

• Medical, vision, and dental coverage
• Flexible spending accounts
• Life and disability insurance
• Retirement plans
• Family life support
• Employee assistance program
• On‑site 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)