Helpdesk Support Technician

Axogen is committed to building and maintaining a strong and gratifying company culture that fosters professional growth. Our hands-on and personal approach makes transitioning to a new job a seamless and enjoyable process. Most benefits are effective on day one!

Axogen is an equal opportunity employer and does not discriminate against applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or veteran status.

Why you’ll love working at Axogen:

Friendly, open, and fun team culture that values unique perspectives

Company-wide dedication to profoundly impacting patients’ lives

Comprehensive, high-quality benefits package effective on date of hire

Educational assistance available for all employees

Matching 401(k) retirement plan

Paid holidays, including floating holidays, to be used at your discretion

Employee Stock Purchase Plan

Referral incentive program

Axogen Mission and Business Purpose

Our business purpose is to restore health and improve quality of life by making restoration of peripheral nerve function an expected standard of care. We aim to lead the markets we serve by always requiring the solutions we offer patients and caregivers provide an improved benefit-to-risk profile as compared to existing standards of care. To ensure we deliver improved benefit-to-risk solutions, we will guide and expect the market and design requirement specifications underlying our engineering, business development, and clinical research activities, objectively target advancements in standards of care.

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

This position is eligible for an annual bonus.

Benefits offered for this position include Health, Dental, Vision, Matching 401K, Paid Time Off, 9 Paid Holidays + 3 Floating Holidays, Dependent Care Flexible Spending Accounts, Medical Flexible Spending Accounts, Tuition Reimbursement, Paid Parental Leave, Paid Caregiver Leave, Basic Life Insurance, Supplemental Life Insurance, Employee Stock Purchase Plan, and Disability Insurance, as descri