Helpdesk Support Technician

Axogen•Vandalia, OH

3d•$30 - $38•Onsite

About The Position

The Helpdesk Support Technician performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources. The desktop technician will be a seasoned professional versed in daily maintenance and improvement of existing systems, training and supporting staff, as well as planning for and implementing new technology. He/she is responsible for responding to incoming requests for technical assistance through a helpdesk ticketing system, phone or remote access, along with making rounds within the office helping to resolve issues or determine future requirements. This position will act as the primary IT liaison to our customers – our fellow AxoGen employees. Customer service is critical in all situations to ensure we meet the goals of the organization and work together to resolve any technical issues that may arise. He/she needs an understanding of the local and off-campus infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., to ensure that the proper team is aware of and taking action on the problem. Strong customer communication and business skills are needed as direct customer interaction is required.

Requirements

5-7 years hands-on experience in a Help Desk technician or Network Administration role
College degree with a major in Computer Science/Information Technology, or 2-4 years of related experience, or an equivalent combination of both experience and education in information technology.
A+ Certification and Network + Certification
Customer service focused
Must be a team player
Microsoft Certification(s) a plus
Knowledge of the Pharmaceutical Industry or Regulated Industry a plus
Experience working in a production Internet facing environment a plus
Strong sense of customer commitment, loyalty, and urgency.
Demonstrate strong customer focus skills.
Excellent oral and written communication skills.
Excellent time management and organizational skills.
Demonstrate attention to detail on everything you do
Demonstrate ability to take initiative and be positive.
Demonstrate ability to work in a flexible, team environment, and acts as a liaison with relevant users or user groups and assists with determining and communicating their needs.
Experience working with multiple projects/tasks and the ability to prioritize on the fly
Experience of supporting multiple teams within a business
Advanced understanding of various desktop Operating Systems including Windows 7 through and Windows 10
Familiarity setting up and administrating Windows Server 2008 R2, 2012 R2 and ready to tackle Windows Server 2016.
Thorough understanding of Microsoft Office 20xx, Outlook, Exchange and other office related software.
Advanced knowledge of PC hardware: desktops, laptops, printers and PDAs
Experience using a Ticketing System to document problem/resolution issues as reported by Employees
Ability and willingness to document work, processes, procedures or work instructions
Familiarity with utilizing desktop imaging tools to streamline desktop rollouts
Experience using Symantec Veritas for backups (or similar product)
Experience using Symantec Endpoint Protection Antivirus software (or similar product)
Excellent troubleshooting skills.
Strong knowledge of TCP/IP protocols.
Working knowledge of networks

Nice To Haves

Microsoft Certification(s)
Knowledge of the Pharmaceutical Industry or Regulated Industry
Experience working in a production Internet facing environment

Responsibilities

Provides advanced technical support to local network or system users and troubleshoots user software or hardware problems. May exchange equipment parts. May train customers on various tools and systems. Maintains documentation and training material for supported services. Communicates highly technical information to both technical and non-technical personnel.
Automates PC setups by developing a process to deploy Windows 10 to all new and rebuilt systems through partnership with Dell as well as onsite WDS deployment. Incorporates business software, settings/configurations and ensure the image is kept current on a regular cycle
Automates software deployment, system settings, printers via GPO
Coordinates transfer of customer data during system upgrades or machine breakdowns.
Assists facilities with on-site project work for office relocation or refurbishment as needed.
Provides hands on help to other IT groups.
Efficiently isolate and assess the potential root causes of technical problems
Plans and organizes regular PC service improvements (ex: icons, connectivity, patching), desktop image delivery, and technical management processes
Evaluates new hardware and software.
Ensures compliance with high-level job competencies (ex: wireless support, desktop recovery, first level network assessments, application support, etc.) to sustain strong customer satisfaction rating.
Transports, sets-up, and maintains systems for special events such as trade shows or conferences when needed.
Receives and works on break/fix requests from the Help Desk. Sends Users replacement systems and receives repaired systems from the repair vendor.
Performs software updates and monitors system health
Creates and maintains User and technical documentation.
Participates in established change management protocol
Other duties as assigned
Some travel may be required
Experience supporting remote data centers or cloud infrastructure
Experience supporting remote offices and users