Eurofins PSS Insourcing Solutions · 2 days ago
IT Field Service Technician
Baltimore, MD
Full-time
Hybrid
Mid Level
$60K/yr - $70K/yr
3+ years expEurofins Scientific is an international life sciences company providing analytical testing services across multiple industries. They are seeking an IT Field Service Technician responsible for remote and in-person support for laboratories, troubleshooting hardware and software issues, and ensuring effective communication of technical concepts to users of varying IT skill levels.
Biotechnology
No H1B
Responsibilities
Support one or more localized laboratories to provide in-person, on-site support, 2-4 days per week
Provide remote support to laboratories across North America
Troubleshoot and resolve customer hardware, software and general network connectivity issues
Break highly technical concepts down into non-technical language and communicate them to people of all IT skill levels
Must be open-minded and considered a change agent
Provide hands on/onsite support for various technical challenges
Qualification
Required
Minimum 3 years of Desktop Support w/increasing responsibilities
1 yr. minimum of Help Desk Support (or equivalent)
1 yr. minimum of Knowledge Management
1 yr. minimum ServiceNow (or equivalent ITIL Incident tracking)
Intermediate troubleshooting and repair of Windows OS's (Win10 and Win11)
Intermediate troubleshooting and repair of hardware, UPS's, installing workstations, onboarding new users, off boarding users, etc
Intermediate troubleshooting and repair of on premise and cloud based Microsoft products including MS Office 2016, O365, SCCM, Azure, Exchange, Server 2008-2021, Windows 7 – 11, etc
Basic knowledge of Active Directory, DNS, DHCP, Group Policy as well as support for such things as setting up or repairing access to network folder and file shares, setting up network printing, scan to email configurations, etc
Intermediate support for VPN and remote access, Citrix, thin clients, VMWare or equivalent
Support for Citrix FileShare, Bomgar, Remote Desktop, Symantec VIP/Microsoft Authenticator, Cisco IP Communicator, Cisco WebEx, SentinalOne, Remote and On-Prem imaging PC's and laptops and so much more
Intermediate troubleshooting and providing HOW TO support for MS Office O365, MS Teams, OneDrive, SharePoint and more
Familiarity with network connectivity, TCI/IP, Firewalls, Vlan's, Ethernet, etc
Have basic understanding of ITIL concepts: Incident, Major Incident, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc
Provide timely, first contact resolution (FCR) to technical support issues while following company standards and procedures
Provide occasional on-call support
Develop Knowledge Based Articles (KBA) for publication and support
Authorization to work in the United States indefinitely without restriction or sponsorship
Travel up to 50% required
Preferred
HDI Support Customer Service Representative Certification (or equivalent)
HDI Support Center Analyst Certification (or equivalent)
HDI Desktop Support Technician Certification (or equivalent)
HDI Technical Support Professional Certification (or equivalent)
ITIL Foundations Certification V3 or V4
A+, Network+, Security+
Microsoft MCP
Apple Certified Technician
Benefits
Comprehensive medical coverage
Dental
Vision options
Life and disability insurance
401(k) with company match
Paid vacation and holidays
Company
Eurofins PSS Insourcing Solutions
Welcome to Eurofins Professional Scientific Services® (PSS), where we redefine industry norms in insourcing solutions, creating unparalleled value for both our dedicated employees and esteemed clients.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase