Help Desk IT Technician

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 locations
• Troubleshoot and resolve issues related to Windows, Microsoft 365, printers, VOIP, mobile devices, and basic networking
• Set up, image, configure, and deploy desktops, laptops, and peripherals for new hires and existing staff
• Manage 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 practices
• Escalate unresolved issues to senior support teams or vendors when appropriate
• Support employee onboarding and offboarding, including account provisioning and equipment recovery
• Maintain accurate IT asset inventory for Eurofins E&E network
• Manage user access and permissions for Teamup.com and additional systems as applicable
• End-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.