Our long-term partner is a consortium of entities and institutes operating in the fields of molecular biology, medicinal chemistry, and biotechnology. Their mission is to improve patients’ quality of life by connecting basic science with the development of diagnostic and pre-clinical treatments. The consortium provides clinical laboratory services through a CLIA-certified laboratory with multiple state licenses, specializing in advanced DNA-based molecular analysis for chronic and infectious diseases. They are also engaged in research and development of complex genetic tests, drug target screening, clinical trials, and academic collaborations.
Axiom specializes in providing outstaffing and recruitment services, including hiring and managing workflows for IT, Back Office, Support, and Market Research teams. We are currently expanding the support team for our biotechnology partner and are looking for a Helpdesk Technician – Level 1 to join the project.
As an L1 Helpdesk Technician, you will be the first point of contact for technical support requests. Your role is to assist users with basic issues, follow established troubleshooting procedures, and escalate complex problems when needed. Your success contributes directly to the smooth daily operations of a fast-growing biotech organization.
Responsibilities
– * Serve as the first point of contact for user support requests via email, chat, phone, or remote desktop applications
– * Use ticketing systems to log, track, and manage incidents
– * Diagnose and troubleshoot standard Level 1 issues such as:
– – password resets
– – account access problems
– – basic software and hardware configurations
– – network connectivity issues
– * Escalate more complex incidents to Level 2/3 teams following established protocols
– * Assist with installation, maintenance, and basic updates of software and hardware
– * Maintain accurate documentation, including inventory and user records
– * Communicate technical information clearly and simply to non-technical users
– * Collaborate with internal IT teams to ensure smooth daily operations
– * Stay informed about internal procedures and relevant technologies
Requirements
– * Degree or diploma in Computer Science, Information Technology, or a related field
– * Strong analytical and problem-solving skills
– * Excellent communication skills (written and verbal)
– * Customer-centric approach with strong service orientation
– * Ability to work under pressure and handle multiple tasks at once
– * Basic knowledge of operating systems, hardware components, and standard software
– * Familiarity with remote desktop tools and ticketing systems
– * Experience with basic network troubleshooting
– * Willingness to learn and grow within the support function
Mandatory Skills
– Help Desk
– Customer Support
Mandatory Languages
– English
Salary
– Salary from $7 up to $8
Working Day
– Full Time Job
Working Conditions
– – Full-time position
– – Schedule: Monday to Friday, 8:30 am – 5 pm EST
– – English-speaking environment
– – Fully remote, contract-based
– – Holidays and days off can be discussed