About this role
Location:
Baltimore, MD — This position requires working on-site at our Baltimore office 5 days per week.
Position Overview:
The Help Desk IT Technician provides first‑level technical support to end users across the Eurofins E&E national network. This role serves as the initial point of contact for IT support requests and is responsible for resolving hardware, software, and access issues while delivering responsive, customer‑focused service.
Core Responsibilities:
Infrastructure Support:Provide Tier 1 (and limited Tier 2) technical support via phone, helpdesk, email, chat, and in‑person within Baltimore‑based offices and remote locationsTroubleshoot and resolve issues related to Windows, Microsoft 365, printers, VOIP, mobile devices, and basic networkingSet up, image, configure, and deploy desktops, laptops, and peripherals for new hires and existing staffManage user accounts, passwords, and group memberships using Active Directory and/or Entra ID (Azure AD)Document incidents and service requests in the organization’s ticketing system according to company’s best practicesEscalate unresolved issues to senior support teams or vendors when appropriateSupport employee onboarding and offboarding, including account provisioning and equipment recoveryMaintain accurate IT asset inventory for Eurofins E&E networkManage user access and permissions for Teamup.com and additional systems as applicableEnd-User Device Management:Handle user account setups, laptop configuration, deployment for onboarding and departures.In the event that a device cannot be located or is lost, be proactive to find the device by discussing with the employee directly or if applicable, their manager (for terminated users), as well as HR.Other duties as deemed appropriate by management and for which management believes adequate experience exists, or for which knowledge can be easily obtained in order to perform such duties.Employee Standards:
Support departmental and organizational objectives in a collaborative manner.Exhibit a positive, enthusiastic, and professional attitude at all times.Maintain a high standard of customer service with a solution-oriented approach to requests.Adhere to manager directives and company policies, ensuring timely and accurate completion of tasks.Demonstrate professionalism in both appearance and demeanor.Be punctual and arrive prepared to perform job duties efficiently.Communicate clearly and professionally with both internal and external stakeholders.Foster respect and inclusivity in all workplace interactions. Required Qualifications:
Authorization to work in the United States indefinitely, without restriction or sponsorship.1–3 years of experience in a help desk or technical support roleStrong working knowledge of Windows 10/11 and basic iOS supportExperience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)Working knowledge Active Directory user and group managementBasic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)Ability to troubleshoot desktops, laptops, printers, and peripheralsExcellent customer service and communication skillsAbility to work independently and prioritize requests in a fast‑paced environmentAble to fabricate and terminate Ethernet cables and use basic network troubleshooting hardware.Skills and Requirements:
Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical individuals.Strong interpersonal skills, with the ability to collaborate effectively across teams and departments.Ability to maintain confidentiality and handle sensitive information with discretion.Receptive to constructive feedback and able to integrate guidance into work processes.Strong problem-solving skills, particularly in high-pressure or challenging situations.Attention to detail, with the ability to prioritize multiple tasks and meet deadlines.Professional appearance and demeanor, representing the company in a positive manner.Physical Demands:
Ability to sit or stand for extended periods.Capacity to lift up to 20 pounds as needed for equipment management and support tasks. Compensation:
Salary: $50,000–$65,000Schedule:
Monday-Friday 8:30am-5:00pmWhat we offer:
Excellent full time benefits including comprehensive medical coverage, dental, and vision optionsLife and disability insurance401(k) with company matchPaid vacation and holidaysEurofins USA Consumer Product Testing is a Disabled and Veteran Equal Employment Opportunity employer.