Axle Informatics

  • Service Desk Technician

    Job Locations US-MD-Rockville
    Posted Date 1 month ago(1 month ago)
    ID
    2018-1156
    # of Openings
    1
  • Overview

    Service Desk Technician

     

    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:


    Our Service Desk Technician is the main point of contact employees when they have technical issues and need assistance. You will provide support regarding computer hardware and software issues that may occur. A successful candidate will have experience supporting a service / help desk and data center plus possess strong problem-solving and customer service skills.

     

    Responsibilities:

     

    • Create incident tickets to document issues and route tickets to appropriate support group for processing.
    • Provide first-class phone/in-person support of PCs, Macs, tablets and smart devices.
    • Troubleshoot Windows and Apple desktop software Support remote access for end users
    • Provision, integrate, troubleshoot and maintain PC
    • Document, monitor and resolve incidents and complete work requests per Service Level Agreement (SLA) and departmental procedures
    • Provide Level 1 support / troubleshooting of desktop and laptop hardware /software issues.
    • Perform operational activities including system saves and restores, AS400 IPLs, server reboots, off-site tape storage and report generation and distribution.
    • Perform user account set up, security maintenance and systems monitoring.
    • Coordinate support team escalations and alert communications during major incidents.
    • Provide incident and problem management.

     

    Qualifications:

    • 2+ years help desk support and data center operator experience.
    • Strong troubleshooting and analysis of AS400, Lotus Notes, Windows network printing, Windows 7, Windows 10 and Active Directory.
    • Experience using Windows 7, Windows 10, Microsoft Office, Control-M, VPN and Citrix remote access solutions.
    • Work with active customers to troubleshoot issues on PC’s, Mac’s, email and VoIP systems.
    • Receive requests for service and product details from customers and provide timely responses.
    • Work with the dispatch team and engineering team to escalate issues.
    • Excellent problem solving, communication and customer service skills.
    • Solid understanding of basic networking fundamentals.
    • Ability to work independently with minimal day-to-day instructions.

     

     

     

    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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