IT Field Service Technician
Core
Provide in-person, on-site IT support to localized laboratories and remote desktop support across North America for hardware, software, and network connectivity issues.
Role type
Second Level / Tier 2 IT Field Service Technician
Builds
Maintains IT infrastructure and resolves technical issues for laboratory operations
Domain
Life Sciences / Laboratory Services
Required skills
Desktop support, Hardware troubleshooting, Windows OS repair (Win10/11), Microsoft 365/Azure/Exchange support, Active Directory/DNS/DHCP/Group Policy, Network connectivity (TCP/IP, Firewalls, VLANs), VPN/Citrix/VMware support, ITIL concepts, Knowledge management
Preferred skills
HDI Support Certifications, ITIL Foundations Certification, A+, Network+, Security+, Microsoft MCP, Apple Certified Technician
Technologies
Windows 10/11, Microsoft 365, O365, SCCM, Azure, Exchange, Server 2008-2021, Active Directory, Citrix, VMWare, Cisco, Symantec VIP, Bomgar, SentinelOne
Responsibilities
Troubleshoot and resolve customer hardware, software, and network connectivity issues; Provide hands-on onsite support for various technical challenges; Develop Knowledge Based Articles (KBA) for publication and support; Provide timely first contact resolution (FCR) to technical support issues; Provide occasional on-call support
Seniority
Mid-level (3+ years experience)