IT Service Desk Engineer III - Proton Center

We need to output HTML fragment with sections: Overview? The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. We need to include sections only when posting has real specific content. The posting includes Overview (description of org), Responsibilities, Required Qualifications, Preferred (certifications), Pay (hourly pay range), Benefits (list). Also maybe "Some weekend work required" could be Schedule? It mentions occasional weekends, some weekend work required. So we can have Schedule section with that info. Also maybe "Skills" could be derived from qualifications? But we can combine Required Qualifications and Preferred into Qualifications? The instruction: Use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections to include based on content. We have Overview (could be About the role). The overview includes description of org and role. So we can put About the role section with that overview paragraph. Responsibilities: we have a list. Qualifications: we have Required Qualifications and Preferred. Could combine into Qualifications section with sublists? Probably just list required qualifications and then preferred as separate bullet points maybe under same section. Or we could have Requirements and Qualifications separate. But we have both Required Qualifications and Preferred. Could treat Required as Requirements, Preferred as Qualifications? Or we could have Qualifications section containing both required and preferred. The instruction says prefer a few substantive sections over many thin ones. So maybe we have About the role, Responsibilities, Qualifications, Benefits, Pay, Schedule. That's six sections. We need to omit boilerplate like EEO, legal, etc. Also omit "Additional Information" etc. We must preserve all substantive information; do not invent or summarize away detail. So we need to include all details from overview, responsibilities, required qualifications, preferred certifications, pay range, benefits list, schedule info (occasional weekends, some weekend work required). Also mention location: on-site at Proton Therapy Center (1570 N 115th St). Also mention that job requires occasional weekends. Also mention that they will work closely with other IT teams etc. That's part of overview. We need to format as HTML: use

for headings,

• for lists,

  for prose. We must not include or tags, no markdown fences. Let's craft. Section About the role: include overview paragraphs (maybe multiple paragraphs). We'll combine into one or two

  elements. Responsibilities: list each bullet. Qualifications: include required qualifications bullet list, then maybe a separate bullet list for preferred? Could combine but we need to keep all detail. Could have two subheadings? But we cannot add extra headings beyond allowed list? The instruction says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those as examples. Safer to stick to those. We could put required qualifications under Qualifications heading, and preferred under same heading as a separate list with a note "Preferred:" maybe as a

  then list. That's okay. Benefits: list. Pay: include the hourly pay range statement. Schedule: include occasional weekends, some weekend work required. We need to ensure we don't include filler like "commensurate with experience". Not present. Let's extract details. Overview text: "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. 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." We need to keep all that. Responsibilities list: - 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 Note: "Some weekend work required" appears also in responsibilities list; but we also have schedule section. Required Qualifications list: - 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 Pay: - The hourly pay range for this position is from $36.85 to $55.26 and pay offered will be based on experience and qualifications. Benefits list: - 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) Also note: "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." This is substantive info about visa sponsorship. Should we include? It's not in the allowed headings but could be placed in About the role or maybe a separate paragraph. The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we need to include that visa note somewhere. Could add a paragraph under About the role or maybe under Qualifications? Probably under About the role as additional info. We'll include it as a separate

  after the overview. Also note: "Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security." That's part of benefits intro; we can include as a

  before the list. Also note: "Additional Information" etc we drop. Now schedule: we have occasional weekends mentioned in overview and also "Some weekend work required" in responsibilities. We'll put schedule section with that info: "This job is on-site at the Proton Therapy Center (1570 N 115th St) and will require occasional weekends." and maybe "Some weekend work required." We'll combine. Now ensure we don't repeat job title as heading. We won't. Now produce HTML. Structure:

  About the role

  ...

  ...

  maybe multiple paragraphs. We need to keep all info; we can split into multiple

  for readability but not required. Let's craft About the role paragraphs: Paragraph1: overview of Fred Hutch (first few sentences up to "make life beyond cancer a reality."). Paragraph2: values and mission sentences. Paragraph3: about the role specifics: "Fred Hutch's Proton IT team is looking for a Service Desk Engineer III...". We'll include all that up to "This job is on-site at the Proton Therapy Center (1570 N 115th St) and will require occasional weekends." Paragraph4: visa note: "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." Now Responsibilities

  Responsibilities

  with each bullet as
  • . Qualifications

    Qualifications

    maybe split into Required and Preferred as separate

    headings? But we cannot add extra headings beyond

    . Could use

    Required Qualifications:

    then list. That's okay. We'll do:

    Qualifications

    Required Qualifications:

    ...

    Preferred:

    ...
    Benefits

    Benefits

    Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security.

    ...
    Pay

    Pay

    The hourly pay range for this position is from $36.85 to $55.26 and pay offered will be based on experience and qualifications.

    Schedule

    Schedule

    This job is