--- title: 'Helpdesk Support Technician at Axogen' canonical: 'https://feeny.ai/job/helpdesk-support-technician-axogen-vandalia-ohio-6nfajamhq6fa' type: 'job' last_seen: '2026-09-09' --- # Helpdesk Support Technician at Axogen - **Company:** Axogen - **Location:** Vandalia Ohio, United States - **Compensation:** $30–$38/hr - **Posted:** 2026-09-02 - **Last confirmed live:** 2026-09-09 - **Apply:** https://www.axogeninc.com/about-axogen/careers/?gh_jid=8757441002 ## Job description 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 ## #LI-AC1 ## 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. ## About Axogen ## Company Overview - **One-liner**: Axogen is a medical technology company focused on the science, development, and commercialization of products for peripheral nerve regeneration and repair, aiming to make restoration of nerve function an expected standard of care. - **Entity Type**: Public (NASDAQ: AXGN) - **Headquarters**: Alachua, Florida, United States - **Founded**: Not publicly available in provided sources - **Founders**: Not publicly available in provided sources ## Core Business - **Primary industry/industries**: Medical devices and biologics for peripheral nerve repair (surgical technologies) - **Target customers**: B2B – hospitals, surgeons, and healthcare providers (orthopedic, plastic, neuro, and hand surgeons) - **Mission statement**: “To restore health and improve quality of life by making restoration of peripheral nerve function an expected standard of care.” [axogeninc.com/about-axogen](https://www.axogeninc.com/about-axogen/) ## Products & Services Axogen offers a comprehensive portfolio of implantable biologic and extracellular matrix products for peripheral nerve repair and protection: - **Avance® (acellular nerve allograft)**: An FDA-approved scaffold for bridging nerve gaps; approved as a biologic (BLA) in December 2025 for sensory, mixed, and motor nerve discontinuities. [ir.axogeninc.com](https://ir.axogeninc.com/sec-filings/all-sec-filings/content/0000805928-26-000031/axgn-20251231.htm) - **Avance® Nerve Graft**: A biologically active processed human nerve allograft for bridging severed peripheral nerves without a second surgical site (being transitioned to Avance under BLA). - **Axoguard Nerve Connector®**: A porcine-derived extracellular matrix coaptation aid for tensionless repair of severed nerves. - **Axoguard Nerve Protector®**: A wrap used to protect and reinforce damaged peripheral nerves. - **Axoguard HA+ Nerve Protector™**: A next-generation product with a hyaluronate-alginate coating for enhanced gliding and protection. - **Axoguard Nerve Cap®**: Designed to protect the nerve end and reduce symptomatic neuroma formation. - **Avive+ Soft Tissue Matrix™**: A multi-layer amniotic membrane allograft for soft tissue separation and protection during healing. All products are classified as surgical implants (HCT/P or biologic), used in operating rooms. ## Market Standing - **Valuation/Market Cap**: Aggregate market value of non-affiliate held common equity was approximately **$430.7 million** as of June 30, 2025 (based on last reported sale price). [ir.axogeninc.com](https://ir.axogeninc.com/sec-filings/all-sec-filings/content/0000805928-26-000031/axgn-20251231.htm) - **Key Metric**: Invested **$32.9 million in R&D** during fiscal year 2025; **138 direct sales professionals** in the U.S. as of December 31, 2025. - **Notable Investors/Partners**: Not publicly disclosed in provided materials. The company participates in major industry conferences (e.g., 2026 Bank of America Global Healthcare Conference). [ir.axogeninc.com](https://ir.axogeninc.com/) - **Growth Signals**: - FDA Biologics License Application (BLA) approval for Avance in December 2025, unlocking a regulated biologic pathway and a new manufacturing facility in Vandalia, Ohio. - Significant reimbursement improvements: Medicare outpatient payment for nerve allograft repair increased 96% over 2019 (221% in ambulatory surgery centers). - Over 350 peer-reviewed clinical publications supporting product use. - Expanding sales force and hybrid agency model; international sales in Canada, Germany, UK, Spain, and other countries. ## Competitive Advantages - **Single-focused leadership**: Axogen is the only company exclusively dedicated to peripheral nerve repair, with the most comprehensive portfolio on the market. - **Regulatory moat**: First and only FDA-approved biologic (BLA) for nerve allograft (Avance), creating higher barriers to entry. - **Strong clinical evidence**: >350 peer-reviewed studies and a robust post-market study requirement that will differentiate efficacy versus nerve autograft. - **Favorable reimbursement**: Dedicated Category I CPT codes (64912/64913) and CMS payment enhancements reduce economic barriers for hospitals. - **Established sales force**: Large direct team plus independent agencies covering remote geographies. ## Strategic Focus - **Product commercialization**: Launch Avance under BLA in early Q2 2026 and complete the transition from the previous 361 HCT/P framework. - **Confirmatory studies**: Fulfill FDA post-marketing requirement for Avance in mixed/motor nerve gaps (study due by 2030). - **Sales expansion**: Increase sales force productivity and add new accounts, especially in underpenetrated markets (oral maxillofacial, breast reconstruction neurotization, urology). - **International growth**: Expand geographic presence beyond current countries. - **Manufacturing scale**: Utilize the new Vandalia, Ohio facility to support anticipated growth. ## Why Work Here - **Mission-driven culture**: Employees are empowered by the “gift of human tissue” to restore nerve function and improve quality of life for patients. [axogeninc.com/about-axogen/careers](https://www.axogeninc.com/about-axogen/careers/) - **Core values**: Think Like a Customer, Encourage Innovation and Risk-Taking, Embrace Collaboration, Never Forget Our Purpose, Lead by Example. - **Work environment**: Headquarters in Alachua, Florida (near Gainesville); additional facilities in Vandalia, Ohio. Hybrid/office policy not explicitly stated but on-site presence likely for R&D, manufacturing, and sales support. - **Engineering & scientific culture**: Heavy investment in R&D (over $32M/yr) and clinical research; opportunity to work on cutting-edge regenerative medicine products. - **Growth trajectory**: Rapidly growing company with recent FDA approval and expanding commercial reach, offering career advancement potential. ## Sources 1. [axogeninc.com/careers - Culture and values](https://www.axogeninc.com/about-axogen/careers/) 2. [axogeninc.com - Company overview and mission](https://www.axogeninc.com/) 3. [axogeninc.com/about-axogen - Leadership and commitment](https://www.axogeninc.com/about-axogen/) 4. [ir.axogeninc.com - Investor relations, financials, and press releases](https://ir.axogeninc.com/) 5. [ir.axogeninc.com - 10-K Annual Report for FY2025](https://ir.axogeninc.com/sec-filings/all-sec-filings/content/0000805928-26-000031/axgn-20251231.htm) ## Other roles at Axogen - [FP&A Analyst](https://feeny.ai/job/fp-a-analyst-axogen-tampa-florida-pnjefd0ev2fs) — Tampa Florida, United States - [Cleaning & Sterilization Technician - 3rd shift](https://feeny.ai/job/cleaning-sterilization-technician-3rd-shift-axogen-vandalia-ohio-t458bq1aze1m) — Vandalia Ohio, United States - [Cleaning & Sterilization Technician - 2nd shift](https://feeny.ai/job/cleaning-sterilization-technician-2nd-shift-axogen-vandalia-ohio-njtahyh0g6t9) — Vandalia Ohio, United States - [Cleaning & Sterilization Technician - 1st shift](https://feeny.ai/job/cleaning-sterilization-technician-1st-shift-axogen-vandalia-ohio-6ga9zkng6hwe) — Vandalia Ohio, United States - [Manager, Quality Assurance](https://feeny.ai/job/manager-quality-assurance-axogen-vandalia-ohio-h725ak3wnd2a) — Vandalia Ohio, United States - [Processing Tech with Bonus Potential! 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