Jr. Service Desk Technician

Axle•Rockville, MD

13h•$65,000 - $75,000

About The Position

Axle is a bioscience and information technology company that offers advancements in translational research, biomedical informatics, and data science applications to research centers and healthcare organizations nationally and abroad. With experts in biomedical science, software engineering, and program management, we focus on developing and applying research tools and techniques to empower decision-making and accelerate research discoveries. We work with some of the top research organizations and facilities in the country including multiple institutes at the National Institutes of Health (NIH). Axle is currently hiring a Service Desk Technician to be the main point of contact for NCATS employees requiring technical assistance. This role provides support regarding computer hardware and software issues and may also support data center operational tasks. To be successful, the candidate will need experience supporting a service/help desk based on ITIL principles and have knowledge of data center operations, along with outstanding customer service skills.

Requirements

Ability to multi-task.
Ability to accommodate flexible work schedules.
Knowledge of Windows 10, Windows 11, Mac OS, or Linux.
Experience supporting virtual meetings within Zoom, Teams, and Webex.
Proven ability to work independently and work well in a team environment.
Composure to working well in a fast-paced environment.
Customer service and interpersonal communication skills with a dedication to customer satisfaction.
Knowledge of PC hardware, operating systems, and networking.
Experience with supporting MS Office Suite (Word, Excel, PowerPoint, and Project).
Knowledge of managing users, groups, resource accounts, service accounts, and distribution lists in the Active Directory.
Excellent problem-solving skills.
Excellent troubleshooting skills.
Excellent documentation skills.
Ability to comprehend Standard Operational Procedures and follow processes.
Sound judgment, a positive attitude, and a creative outlook are required.

Nice To Haves

NIH experience preferred.

Responsibilities

Serves as Service Desk Technician in fulfilling user requests and administering and troubleshooting hardware, software, or network problems with users.
Elevates complex and/or high-priority incidents or requests to appropriate personnel or support groups for timely resolution.
Records required customer and problem information, updating records with the appropriate ITSM system for all actions taken.
Verifies that suggested solutions effectively resolve the users’ problems through ITSM system notification or email follow-up.
Thoroughly document steps taken to resolve incidents.
Develops and documents support procedures.
Acts as point of contact for client and management escalations.
Takes ownership of mini-projects and ensures they are completed in a timely manner.
Investigates and/or troubleshoots system and network issues to determine root cause and resolution.