Service Desk Technician - Axle

(ID: 2024-6926)

Axle is a bioscience and information technology company that offers advancements in translational research, biomedical informatics, and data science applications to research centers and healthcare organizations nationally and abroad. With experts in biomedical science, software engineering, and program management, we focus on developing and applying research tools and techniques to empower decision-making and accelerate research discoveries. We work with some of the top research organizations and facilities in the country including multiple institutes at the National Institutes of Health (NIH).

Axle is seeking a Service Desk Technician to join our vibrant team at the National Institutes of Health (NIH) supporting the National Center for Advancing Translational Sciences (NCATS) working within an IT Operations team located in Rockville, MD.

Benefits We Offer:

• 100% Medical, Dental & Vision Coverage for Employees
• Paid Time Off and Paid Holidays
• 401K match up to 5%
• Educational Benefits for Career Growth
• Employee Referral Bonus
• Flexible Spending Accounts:
  • Healthcare (FSA)
  • Parking Reimbursement Account (PRK)
  • Dependent Care Assistant Program (DCAP)
  • Transportation Reimbursement Account (TRN)

The Service Desk Technician is the main point of contact for NCATS employees requiring technical assistance. This role provides support regarding computer hardware and software issues and may also support data center operational tasks. To be successful, the candidate will need experience supporting a service/help desk based on ITIL principles and have knowledge of data center operations, along with outstanding customer service skills.

Responsibilities

• Serves as Service Desk Technician in fulfilling user requests and administering and troubleshooting hardware, software, or network problems with users.
• Elevates complex and/or high-priority incidents or requests to appropriate personnel or support groups for timely resolution. 
• Records required customer and problem information, updating records with the appropriate ITSM system for all actions taken. 
• Verifies that suggested solutions effectively resolve the users' problems through ITSM system notification or email follow-up. 
• Thoroughly document steps taken to resolve incidents. 
• Develops and documents support procedures. 
• Acts as point of contact for client and management escalations. 
• Takes ownership of mini-projects and ensures they are completed in a timely manner. 
• Investigates and/or troubleshoots system and network issues to determine root cause and resolution. 

Qualifications: 

• Ability to multi-task.
• Ability to accommodate flexible work schedules. 
• Knowledge of Windows 10, Windows 11, Mac OS, or Linux.
• Experience supporting virtual meetings within Zoom, Teams, and Webex.
• Proven ability to work independently and work well in a team environment.
• Composure to working well in a fast-paced environment. 
• Customer service and interpersonal communication skills with a dedication to customer satisfaction.
• Knowledge of PC hardware, operating systems, and networking.
• Experience with supporting MS Office Suite (Word, Excel, PowerPoint, and Project).
• Knowledge of managing users, groups, resource accounts, service accounts, and distribution lists in the Active Directory.
• Excellent problem-solving skills. 
• Excellent troubleshooting skills. 
• Excellent documentation skills. 
• Ability to comprehend Standard Operational Procedures and follow processes.
• Sound judgment, a positive attitude, and a creative outlook are required.
• NIH experience preferred.

Disclaimer:The above description is meant to illustrate the general nature of work and level of effort being performed by individuals assigned to this position or job description. This is not restricted as a complete list of all skills, responsibilities, duties, and/or assignments required. Individuals may be required to perform duties outside of their position, job description or responsibilities as needed.

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 or harassment 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.

Accessibility: If you need an accommodation as part of the employment process please contact: careers@axleinfo.com