Helpdesk Support Technician

Axogen is committed to building and maintaining a strong and gratifying company culture that fosters 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 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
• Paid holidays, including floating holidays, to be used at your discretion
• Employee Stock Purchase Plan
• Referral incentive program

Axogen Mission and Business Purpose

Our business purpose is to restore health and improve quality of life by making restoration of peripheral nerve function an expected standard of care. We aim to lead the markets we serve by always requiring the solutions we offer patients and caregivers provide an improved benefit-to-risk profile as compared to existing standards of care. To ensure we deliver improved benefit-to-risk solutions, we will guide and expect the market and design requirement specifications underlying our engineering, business development, and clinical research activities, objectively target advancements in standards of care.

Job Summary of the Helpdesk Support Technician

The Helpdesk Support Technician performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources. The desktop 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 needs 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 is 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
• Customer service focused
• Must be a team player
• 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
• The Department Head has the discretion to hire personnel with a combination of experience and education which may vary from the above listed qualifications.
• 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
• 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 and ready to tackle Windows Server 2016.
• Thorough understanding of Microsoft Office 20xx, Outlook, Exchange and other office related software.
• Advanced knowledge of PC hardware: desktops, laptops, printers and PDAs
• Experience using a Ticketing System to document problem/resolution issues as reported by Employees
• 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 Symantec Endpoint Protection Antivirus software (or similar product)
• Excellent troubleshooting skills.
• Strong knowledge of TCP/IP protocols.
• Working knowledge of networks

Responsibilities of the Helpdesk Support Technician

The specific duties of the Helpdesk Support Technician include but are not limited to:

• Provides 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.
• Automates 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. Incorporates business software, settings/configurations and ensure the image is kept current on a regular cycle
• Automates 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
• Plans and organizes regular PC service improvements (ex: icons, connectivity, patching), desktop image delivery, and technical management processes
• Evaluates new hardware and software.
• Ensures compliance with high-level job competencies (ex: wireless support, desktop recovery, first level network assessments, application support, etc.) to sustain strong customer satisfaction rating.
• Transports, sets-up, and maintains systems for special events such as trade shows or conferences when needed.
• 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
• Experience supporting remote data centers or cloud infrastructure
• Experience supporting remote offices and users

Location

913 Industrial Park Dr, Vandalia, OH 45377

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Benefits/Compensation

This position is eligible for an annual bonus.

Benefits offered for this position include Health, Dental, Vision, Matching 401K, Paid Time Off, 9 Paid Holidays + 3 Floating Holidays, Dependent Care Flexible Spending Accounts, Medical Flexible Spending Accounts, Tuition Reimbursement, Paid Parental Leave, Paid Caregiver Leave, Basic Life Insurance, Supplemental Life Insurance, Employee Stock Purchase Plan, and Disability Insurance, as described in more detail in summary plan descriptions.

Hourly Pay Range

$30.30-$37.87 USD

Company Statements

Axogen follows healthcare system guidelines with respect to credentialing, vaccinations and other employment/compliance related requirements, as well as CDC guidance. Axogen reserves the right to amend its policies from time to time in its sole discretion.

As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at Axogen. Using AI to support resume writing, research or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of your interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to Axogen.

No agency solicitation. We kindly request that recruiting agencies, staffing firms, and third‑party vendors do not contact us regarding this posting. Unsolicited résumés will not be considered.