Axle Informatics

  • Senior Service Desk Specialist

    Job Locations US-MD-Rockville
    Posted Date 1 month ago(1 month ago)
    ID
    2018-1153
    # of Openings
    1
  • Overview

    Senior Service Desk Specialist

     

    Axle Informatics is a scientific research and information technology company that offers innovative computer services, informatics, and bioresearch solutions to research centers and healthcare organizations around the globe. With experts in software engineering, bioinformatics, molecular research, and program management, we focus on developing and applying technological tools and scientific techniques to empower the world of research. We work with some of the top research organizations and facilities in the country including multiple institutes at the National Institutes of health (NIH), which means candidates will be receiving the best on-the-job training possible in this field.

     

    Job Description:


    This individual provides front-line customer support by responding to, investigating, and resolving complex technology issues related to end user software, hardware, connectivity, mobile devices, etc. Provides Tier II technical support and maintenance of in-house desktops, laptops, Windows/Mac and peripherals

     

    Responsibilities:

     

    • Responds to ticket queue, telephone calls, e-mail and personal requests for technical support.
    • Documents, tracks, and monitors problems to ensure timely resolution based on defined Service Level Agreements (SLAs).
    • Documents resolutions and updates self-help and team knowledgebase.
    • Identifies, evaluates, promotes, and implements customer support best practices.
    • Actively identifies areas where processes can be simplified or improved.
    • Increases general knowledge of current corporate, and facility-specific products, increasing ability to resolve requests on first contact.
    • Builds relationships with other IT teams through frequent engagement.
    • Provides 2nd level troubleshooting of reported issues including but not limited to user and warehouse hardware, MS Office suites, user access, virus prevention and miscellaneous 3rd party applications as trained.
    • Vets escalated incidents for completeness and resolves or escalates as needed.
    • Follows instructions and established procedures to include diagnosing, repairing, maintaining designated hardware and software related systems.
    • Provides advanced system and software training to end user as required.
    • Other duties as assigned.

     

    Qualifications:

    • Must have 4+ years’ experience providing help desk or technical support in a Microsoft Windows and Active Directory environment
    • Helpdesk ticketing support experience
    • Able to create images and assess/resolve problems with hardware and software
    • Take ownership of a project and can work well with minimal oversight
    • Outstanding interpersonal skills, as well as good client interaction skills

     

     

     

    The diversity of Axle’s employees is a tremendous asset. We are firmly committed to providing equal opportunity in all aspects of employment and will not tolerate any illegal discrimination based on age, race, gender, religion, national origin, disability, marital status, covered veteran status, sexual orientation, status with respect to public assistance, and other characteristics protected under state, federal, or local law and to deter those who aid, abet, or induce discrimination or coerce others to discriminate.

     

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