Job Title: Technical [Services and] Support Lead [or Senior] Job Code/ Req #: JT_IT1020 Department/Group: Information Technology Travel Required: <10% Location: Seattle, WA Position Type: Full Time Date posted: October 17, 2014 Send applications to: [email protected] Subject Line: Attention: HR Department: RE: JT_IT1020 Juno Therapeutics Juno Therapeutics is a clinical-stage company that brings together three of the world’s leading cancer centers – Fred Hutchinson Cancer Research Center, Memorial Sloan-Kettering Cancer Center and Seattle Children’s Research Institute – in unique partnership to advance a broad pipeline of breakthrough immunotherapies. Juno will build on the foundation of novel immunotherapies to develop two distinct and complementary platforms – chimeric antigen receptors (CARs) and T-cell receptors (TCRs). To learn more, visit www.junotherapeutics.com. Job Description JOB SUMMARY Juno Therapeutics is seeking to hire a Technical Support Lead who will be responsible both for managing a small, hybrid (internal and outsource) team of support resources, and for hands-on planning, acquisition, configuration, implementation, and support of desktop, productivity, and collaboration technologies. This Lead will drive high-quality and positive customer service, while managing SLA’s and budget. This role requires enthusiasm, great communication/presentation skills, and current technical skills in the areas outlined below. Duties for the Technical Support Lead include, but are not limited to:  Act as subject matter expert (SME) on desktop/laptop platforms and Windows OS, directory services, print services, and A/V systems; troubleshoots and resolves problems with these technologies; acts as the point of technical escalation  Assures quality customer service to all customers, promotes positive service relationships and contributes to supportive and cooperative work environment  Provides mentoring and leadership to more junior help desk/desktop support staff  Sources, coordinates, and implements effective hybrid desktop support services through a combination of in-house and third party resources  Configures, manages, supports, troubleshoots and resolves problems with all desktop, laptop, A/V, telephony device, printing, and BYOD mobile phone integration  Manages end-user technologies current state through appropriate imaging, patch management, and anti-virus tools and practices  Plans and implements asset management 1         Assists with office moves (disconnect/reconnect) Facilitates ease of operation and security for employee mobility Perform research into alternative hardware and software products Implements tools to track customer requests, status, and SLA statistics 1st level support for business application systems as needed Proactively ensures the ease of on-boarding new employees Report on IT service performance, issues, and resolutions Studies new workplace technologies and recommends/implements training where needed QUALIFICATIONS AND EDUCATION REQUIREMENTS      Bachelor’s degree or AA in related field or equivalent experience 5+ years of related experience with recent lead experience configuring, implementing, troubleshooting and performing preventative maintenance for desktop/laptop, printing, AV, telephony device, collaboration and productivity technologies Demonstrated experience in delivering excellence in customer service combined with an attention to cost/time efficiencies Ability to move between a primary location to a few Seattle metropolitan area facilities as needed Demonstrated experience managing a geographically dispersed team in which staff are located in multiple facilities PREFERRED SKILLS  MCDST, A+, MCP certification preferred  Demonstrated ability to lead and develop a team, meet SLA’s and manage team/technology performance  Deep knowledge and experience with Microsoft OS, Office, and IE, and with desktop, printing, AV, monitor, and telephony equipment  Experience implementing, configuring, and monitoring a ticketing system, reinforcing best practices with ticket management, and reporting/improving service performance  Experience with Cisco wireless technology; working knowledge troubleshooting network issues related to desktop productivity services  Experience developing and deploying attended/unattended imaging/OS installations  Demonstrated ability troubleshooting and enhancing desktop security through Group Policy Objects (GPO) as well as the ability to create custom policies  Working knowledge of TCP/IP, DHCP, DNS, and local/wide area networks  Experience with administering SharePoint  Experience at a medium-sized corporate multi-site environment  Demonstrated experience with logical problems solving and root cause analysis  Experience with supporting BYOD/MDM administration  Familiarity with Apple IOS platforms 2