IT Field Service Technician

• Compensation: USD 60,000 - USD 70,000 - yearly

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies.

In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 50,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. 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, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specializedclinical diagnostics testing.

Eurofins is seeking a self-motivated and enthusiastic IT Field Service Technician, which is a Second Level / Tier 2 position where you will be responsible for a combination of remote desktop support for local and nationwide support tickets, in-person support and act as fill in for occasional overflow of Service Desk calls.

• Support one or more localized laboratories to provide in-person, on-site support, 2-4 days per week.
• Provide remote support to laboratories across North America.
• Troubleshoot and resolve customer hardware, software and general network connectivity issues.
• Break highly technical concepts down into non-technical language and communicate them to people of all IT skill levels.
• Must be open-minded and considered a change agent.
• Provide hands on/onsite support for various technical challenges.

Skills and Relevant

Experience:

• Minimum 3 years of Desktop Support w/increasing responsibilities
• 1 yr. minimum of Help Desk Support (or equivalent)
• 1 yr. minimum of Knowledge Management
• 1 yr. minimum Service Now (or equivalent ITIL Incident tracking)
• Intermediate troubleshooting and repair of Windows OS’s (Win
  10 and Win
  11)
• Intermediate troubleshooting and repair of hardware, UPS’s, installing workstations, onboarding new users, off boarding users, etc.
• Intermediate troubleshooting and repair of on premise and cloud based Microsoft products including MS Office 2016, O365, SCCM, Azure, Exchange, Server , Windows 7 – 11, etc.
• Basic knowledge of Active Directory, DNS, DHCP, Group Policy as well as support for such things as setting up or repairing access to network folder and file shares, setting up network printing, scan to email configurations, etc.
• Intermediate support for VPN and remote access, Citrix, thin clients, VMWare or equivalent
• Support for Citrix File Share, Bomgar, Remote Desktop, Symantec VIP/Microsoft Authenticator, Cisco IP Communicator, Cisco Web Ex, Sentinal One, Remote and On-Prem imaging PC’s and laptops and so much more.
• Intermediate troubleshooting and providing HOW TO support for MS Office O365, MS Teams, One Drive, SharePoint and more.
• Familiarity with network connectivity, TCI/IP, Firewalls, Vlan’s, Ethernet, etc.
• Have basic understanding of ITIL concepts:
  Incident, Major Incident, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc.
• Provide timely, first contact resolution (FCR) to technical support issues while following company standards and procedures
• Develop Knowledge Based Articles (KBA) for publication and support.

Other Qualifications Considered:

• HDI Support Customer Service Representative Certification (or equivalent)
• HDI Support Center Analyst Certification (or equivalent)
• HDI Technical Support Professional Certification (or equivalent)
• ITIL Foundations Certification V3 or V4
• A+, Network+, Security+
• Microsoft MCP

Additional information

• Authorization to work in the United States indefinitely without restriction or sponsorship
• Travel up to 50% required

Position is Full-Time, Monday-Friday, 8:00 a.m.

-5:00 p.m.,with additional hours, as needed.

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 is a Disabled and Veteran Equal Employment Opportunity employer.