Job Description:

Location: Maryland, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

IT Field Technician- Industrial Printers for ID cards

Glen Burnie, Maryland- Onsite

Position Summary

As an IT Field Tech for the Government Programs team located in Glen Burnie, MD, you will be part of a team that is responsible for the maintenance of the print farm provided to the Maryland Motor Vehicle Administration.

Regulatory Compliance Requirements

Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation

Key Areas of Responsibility

Your responsibilities will be to maintain the credential production capabilities in the Glen Burnie Facility; as well as act as the primary support for the production interface. You will guarantee maximum uptime and ensure no breech of Service Level Agreements. You will act as the first level of support for the production interface.  Production line includes two printers MXX610 and two mailers MXi610/810.

• Provide proactive communications to internal and external stakeholders on daily activities and incident tickets while ensuring proper and ongoing progress on the issues and provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders and external customers




• Manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict while resolving customer reported application & hardware issues and inquiries via phone, emails, remote and onsite access. 




• Responsible for opening Service Now (SNOW) and JIRA tickets pertaining to customer applications and Hardware support and following up until the tickets are resolved.




• Ability to learn and understand technical products and solutions and can disassemble certain products for parts replacement and perform predictive and preventive maintenance testing on a timely basis




• Work with operations engineers, sales and system administrators and report to the Service Delivery Manager.

Minimum Qualifications

• At least 1 year of experience in a customer-facing role: managing customer expectations and SLA’s.




• At least 1 year of experience maintaining and troubleshooting production hardware in a manufacturing environment- ideally industrial printers and mailers




• At least 1 year of experience working in an IT role (ie, helpdesk, hardware, application support) directly supporting critical front-line business services for customers, using tools such as Service Now and Jira




• Previous experience assisting in managing / maintaining inventory of spare parts of production




• Demonstrable experience with independent customer relationship management, customer service, and satisfaction.




• Must have a valid State Driver’s License and a clean driving record.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

- First Shift, 8AM-4:30PM Monday through Friday; Core Business Hours Monday-Friday, Saturday hours are as needed as production runs on Saturday.

- Position is based in a customer location in Glen Burnie, MD

Pay Transparency

The anticipated TTC range for this role is $52,401 - $97,319 USD Annual. The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law

What We Offer

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following: 

•Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance.

•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period. 

•Company paid holidays and Paid Time Off. 

•Company provided Life Insurance,

Why Join Us?

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This position will require successfully completing a post-offer background check. Qualified candidates with (a) criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.

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