IT Field Service Technician

Eurofins • Baltimore, MD

150d

About The Position

Eurofins is seeking a self-motivated and enthusiastic IT Field Service Technician, which is a Second Level / Tier 2 position where you will be responsible for a combination of remote desktop support for local and nationwide support tickets, in-person support and act as fill in for occasional overflow of Service Desk calls. 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.

Requirements

• Minimum 3 years of Desktop Support with increasing responsibilities.
• 1 year minimum of Help Desk Support (or equivalent).
• 1 year minimum of Knowledge Management.
• 1 year 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.
• Intermediate support for VPN and remote access, Citrix, thin clients, VMWare or equivalent.
• Familiarity with network connectivity, TCP/IP, Firewalls, VLANs, Ethernet, etc.
• Basic understanding of ITIL concepts: Incident, Major Incident, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc.

Nice To Haves

• 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.

Responsibilities

• Provide remote desktop support for local and nationwide support tickets.
• Offer in-person support and fill in for overflow of Service Desk calls.
• Support one or more localized laboratories with on-site support 2-4 days per week.
• Troubleshoot and resolve customer hardware, software, and network connectivity issues.
• Communicate technical concepts in non-technical language to users of varying IT skill levels.
• Provide hands-on support for various technical challenges.
• Develop Knowledge Based Articles (KBA) for publication and support.
• Provide timely, first contact resolution (FCR) to technical support issues.

Benefits

• Excellent full-time benefits including comprehensive medical coverage.
• Dental and vision options.
• Life and disability insurance.
• 401(k) with company match.
• Paid vacation and holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services