• Help Desk Technician

    Eurofins (Baltimore, MD)


    Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

     

    Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

     

    In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

    Employee Standards:

    + Support department objectives and company goals

    + Be a team player

    + Sustain a positive, enthusiastic and professional attitude at all times

    + Accommodate requests with a smile and “can do” attitude

    + Adhere to manager directives

    + Maintain a professional appearance and demeanor

    + Arrive on time, properly dressed and prepared to work

    + Perform all duties in a timely, accurate, honest and professional manner

    + Communicate with customers professionally and in accordance with customer service standards

    + Be respectful of others

    Tasks/Responsibilities:

    + Respond to requests for technical assistance in person, via phone, electronically

    + Diagnose and resolve technical hardware and software issues and advise user on appropriate action

    + Research questions using available information resources

    + Log interactions and administer help desk software

    + Redirect problems to correct resource

    + Maintain and document spare part inventory

    + Identify and escalate situations requiring urgent attention

    + Track and route problems and requests and document resolutions

    + Inform management of recurring problems

    + Stay current with system information, changes and updates

    + 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.

    + Must be a US person, as described in Title 22 Chapter I Subchapter M Part 120 Subpart C § 120.62

    + Associate’s degree or completion of coursework at a technical school or equivalent related experience

    + Strong customer service skills

    + Working knowledge of fundamental operations of relevant software, hardware and other equipment

    + Knowledge of relevant call tracking applications

    + Related experience and training in troubleshooting and providing help desk support

    + Experience with software deployment tools

    + Hands-on expertise with network printers and peripheral devices and mobile devices

    + Ability to assist users remotely using remote access tools

    Reporting:

    This position reports directly to the Sr. Director of Operations

    Skills/Requirements:

    + Ability to maintain confidentially

    + Needs to be receptive to and accepting guidance from others

    + Ability to deal with difficult people and problems

    + Able to work well in a team environment

    + Able to work in a diverse group of people

    + Attention to detail

    + Willing to work overtime as necessary

    + Ability to multi-task and prioritize assignments

    + Perform other duties as assigned

    + Travel as needed

    Physical Demands:

    + Able to sit for long periods of time

    + Able to lift up to 30 pounds

    Schedule:

    + Monday-Friday 8:30am-5:00pm

    What we offer:

    + 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

     

    Eurofins USA Consumer Product Testing is a Disabled and Veteran Equal Employment Opportunity employer.