Jr. Service Desk Technician at Axle in Rockville, MD

Summary: Axle is a bioscience and information technology company that offers advancements in translational research and biomedical informatics. They are currently hiring a Service Desk Technician to provide technical assistance and support for computer hardware and software issues, ensuring customer satisfaction and effective problem resolution. 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 Required 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 Preferred Qualifications: - NIH experience preferred Required Skills: ITIL principles, Data center operations, Windows 10, Windows 11, Mac OS, Linux, Virtual meeting platforms - Zoom, Virtual meeting platforms - Teams, Virtual meeting platforms - Webex, PC hardware, Operating systems, Networking, MS Office Suite, Active Directory management, Troubleshooting, Customer service Benefits: 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)