IT Field Service Technician
Job Description
Job Description:
Field Service Technician, Global Field Services Position Summary:
The Field Services Technician will be responsible for ensuring that client-related technical issues are resolved in a quick and proper manner. This position will require significant interaction with internal clients, IT associates, and third-party service providers. Position requires a strong bias towards service, quality, and customer satisfaction. Our Gene Therapy facility, located at the University of Maryland (UMD) BioPark in Baltimore, MD, specializes in upstream and downstream process development of viral vectors for clinical applications. Baltimore is a hub of national and international travel and communications and is also home to and near major universities and several federal agencies, including the FDA, USDA, NIH, Johns Hopkins University, and UMD School of Medicine. Within our network, we offer a broad range of integrated formulation and analytical services to solve difficult development and manufacturing challenges.
The Location:
This position is based in our Baltimore, MD site
Key Responsibilities:
• Understands basic user technology issues and provides solutions based upon basic proven methods.
• Researches, evaluates, and provides technical solutions to address defined business requirements. Identifies alternatives and presents recommendations that meet user needs and comply with established standards.
• Interacts with clients to process basic service requests or resolve basic technical problems.
• Replaces and rebuilds hardware components as needed.
• Installs/removes/configures basic software applications.
• Ensures compliance with system patching & AV requirements
• General site application support & troubleshooting
• General network, telecom & server support
• Ensures call tickets are updated and closed in a timely manner. Escalates calls to Manager, Field Service and/or other teams as required.
• Other duties as assigned
Requirements:
• Minimum 1-3 years of experience as an IT Technician or related capacity
• Associates degree in Computer Science or related discipline. Equivalent work experience will be considered.
• Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) certification is desired.
• Minimum of 4 years relevant direct technical support experience.
