IT Field Service Technician

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This range is provided by Eurofins PSS Insourcing Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$60,000.00/yr - $70,000.00/yr

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 specialized clinical 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/on‑site support for various technical challenges.

• Minimum 3 years of Desktop Support with increasing responsibilities
• 1 year minimum of Help Desk Support (or equivalent)
• 1 year minimum of Knowledge Management
• 1 year minimum of 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 2008‑2021, Windows 7–11, etc.
• Basic knowledge of Active Directory, DNS, DHCP, Group Policy and support for network folder/file shares, 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 PCs 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
• Provide occasional on‑call support
• Develop Knowledge Based Articles (KBA) for publication and support.

• HDI Support Customer Service Representative Certification…