Desktop Support Engineer, IDM

Location: Bellevue, WA, USA

Ref: dse20171007

Date Published: January 15, 2018

The Institute for Disease Modeling (IDM), part of Intellectual Ventures’ Global Good program, is a collaborative effort to simulate the eradication of infectious diseases using computer software. The IDM team is a highly dynamic organization with a work environment that is defined by innovation and collaboration. Our team is composed of research scientists and software professionals who focus on creating powerful and innovative disease modeling and data analysis tools to help researchers and policy makers understand diseases, their causes, the way they spread, and the best types of interventions to use for the particular situation faced. The IDM team architects advanced models of disease transmission, develops computational tools to inform global disease eradication policy, conducts analysis of epidemiologically- and policy-relevant data, and identifies critical knowledge gaps. As part of our work, we routinely collaborate with groups at the World Health Organization, the Center for Disease Control, PATH, the Bill and Melinda Gates Foundation, ministries of health in the developing world, as well as universities and research institutes. IDM is committed to improving and saving lives in developing countries through the use of quantitative analysis.

The IDM System Administrator and Desktop Support Engineer will help support our entire computing platform, focusing on the desktop computing environment for an elite team of software developers, testers, and researchers as they are tasked with advanced scientific investigation at the Institute for Disease Modeling. This position will work closely with the entire IDM team to deploy and sustain our new desktop systems, integrating with our existing IT Operations team to ensure the stability of our computing environment. This position reports to the IT Operations Manager – IDM.


  • Work with the larger IT Operations team to extend and strengthen the IDM computing environment, focusing on the integration of new desktop solutions into an existing backend infrastructure.
  • Apply and ensure updates to the Windows desktop environment occur on schedule.
  • Track and resolve software and hardware issues reported by the research and software teams.
  • Manage the deployment of internally developed software tools within our desktop and server computing environment.
  • Frequently perform machine utilization activities, both server and desktop, procuring and decommissioning hardware when required.
  • Complete frequent user and performance audits of the IDM computing environment to ensure the highest level of stability.
  • Assist in the development, deployment, and support of internal processes to maintain our desktop and server environment.
  • Work within the IT Operations team to integrate new equipment into an existing mixed-OS environment.
  • Interface directly with customers to resolve their desktop and server issues.
  • Develop and deploy group policy updates to enforce operational rules.
  • Ensure all assets are properly recorded and tracked within our inventory system.
  • Interface with internal technology groups to determine the needs and success criteria for future desktop solutions.
  • Ensure procedures are clearly documented, validated, up-to-date, and communicated throughout the team.

Qualifications and Skills:

  • Must have at least two years of experience working with desktop teams to harden and deploy domain joined desktop computers.
  • Must have at least five years of helpdesk support experience, displaying proficiency resolving hardware and software interoperability issues in a mixed OS environment.
  • Working experience with administrative proficiency in:
    • Windows 10 or Windows 2016
    • Linux (CentOS 6.x or Fedora 27 or greater preferred)
  • Working exposure with competency in:
    • SVN or other source code control system
    • Microsoft IIS or other web server
    • LAMP experience preferred (Linux, Apache, MySQL/MariaDB, Perl/Python)
  • Ability and/or experience working in an agile team environment.
  • Demonstrated ability to quickly learn and apply new software tools.
  • Ability to quickly understand our working environment and seek opportunities to streamline our overall process.
  • Must be able to clearly and effectively communicate potentially complex issues to the larger team.
  • Must be able to operate both independently or within a team environment, be self-motivated, and results-minded.

Joining our group provides unique opportunities to interact with global-health policymakers, to collaborate with world-class research laboratories and non-profit organizations, and to contribute to global and national disease control strategies.

We are an equal opportunity employer