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Help Desk Support Technician

Axogen Inc

Location: Tampa, Florida
Type: Full-Time, Permanent, Non-Remote
Posted on: January 25, 2021
This job is no longer available from the source.
Helpdesk Support Technician
Tampa , FL
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Job Description
Axogen is committed to building and maintaining a strong and gratifying company culture that fosters a work-life balance and 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 the leading company revolutionizing the science of nerve repair. We are passionate about helping to restore function and quality of life to patients with physical damage or discontinuity to peripheral nerves.
Contribute to positively impacting lives while working for a company that respects, recognizes, and values all team members!
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
• Flexible working hours
• Paid holidays, including floating holidays, to be used at your discretion
• Employee Stock Purchase Plan
• Referral incentive program
If you want to see how you can impact lives at Axogen, take a look at these inspiring patient stories:
Axogen is hiring for a Helpdesk Support Technician in Tampa, FL !
Job Summary of the Helpdesk Support Technician
The Helpdesk Support Technician performs varying degrees of problem determination and resolution of desktop hardware, software and 3 rd party application problems through the effective use of available technical resources. The helpdesk support 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 will have solid experience operating in a production support role leveraging an industry leading ITSM (such as BMC, ServiceNow or ManageEngine) in adherence to established procedures and SLA's. This individual requires 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 member(s) are 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
• Must be a team player
• Microsoft Certification(s) a plus
• Working knowledge of networks
• Experience supporting remote data centers or cloud infrastructure
• Experience supporting remote offices and users
• Experience supporting Audio Visual technology
• Experience supporting enterprise 3 rd party applications and technologies
• Experience using an industry leading ITSM (such as BMC, ServiceNow or ManageEngine) to document problem/resolution issues as reported by Employees
• Experience creating, documenting support processes and procedures as they lead to establishing SLA's and executing on those processes daily
• 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 spread out geographically
• 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, 2016 and ready to tackle Windows Server 2019.
• Thorough understanding of Microsoft Office 20xx, Outlook, Exchange and other office related software.
• Advanced knowledge of PC hardware: desktops, laptops, printers and PDAs
• 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 Vipre Endpoint Protection Antivirus software (or similar product)
• Excellent troubleshooting skills.
• Strong knowledge of TCP/IP protocols.
• 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
Work Environment:
• Might be in a stationary position for a considerable time (sitting and/or standing)
• The person in this position needs to move about inside office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Must be able to collaborate with colleagues via face to face, conference calls, and online meetings
• The role may require some travel to other company locations (Alachua, FL, Dayton, OH, and  Burleson, TX)
Responsibilities of the Helpdesk Support Technician
The specific duties of the Helpdesk Support Technician include but are not limited to:
• Leveraging the Axogen ITSM in adherence to internal operating procedures and SLA's to record all requests for service, assigning requests to the appropriate IT resource, staying in communication with our customers with periodic updates, and seeing the request through to a timely completion.
• Provide 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.
• Automate 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. Incorporate business software, settings/configurations and ensure the image is kept current on a regular cycle
• Automate 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
• Plan and organize regular PC service improvements (ex: icons, connectivity, patching), desktop image delivery, and technical management processes
• Evaluate new hardware and software.
• The team will be required to be compliant with high-level job competencies (ex: wireless support, desktop recovery, first level network assessments, application support, etc.) to sustain strong customer satisfaction rating.
• May be required to transport, set-up, and maintain systems for special events such as trade shows or conferences.
• 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
If you know someone who would be a great candidate for this position, just copy and send this link!
Location
111 West Oak Ave., Tampa, FL  33602
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U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Axogen are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
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Job Summary
Company
Axogen Inc
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
5 to 7 years