Helpdesk Support Technician Jobs (NOW HIRING)

Job Summary of the Helpdesk Support Technician

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 of the Helpdesk Support Technician

• 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
• The Department Head has the discretion to hire personnel with a combination of experience and education which may vary from the above listed qualifications.
• 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

Responsibilities of the Helpdesk Support Technician

The specific duties of the Helpdesk Support Technician include but are not limited to:

• 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

Location

913 Industrial Park Dr, Vandalia, OH 45377

#LI-AC1

Benefits/Compensation