IT Field Service Technician

Job Description

Eurofins is seeking a self‑motivated and enthusiastic IT Field Service Technician, 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.

Skills and Relevant Experience

• Minimum 3 years of Desktop Support with 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 2008‑2021, Windows 7 – 11, etc.
• Basic knowledge of Active Directory, DNS, DHCP, Group Policy and support for network folders, 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, Sentinel One, Remote and On‑Prem imaging PCs and laptops and more.
• Intermediate troubleshooting and providing HOW‑TO support for MS Office O365, MS Teams, One Drive, SharePoint and more.
• Familiarity with network connectivity, TCP/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.

Other Qualifications Considered

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

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

Position is full‑time, working Monday – Friday 8:00 am – 5:00 pm, with overtime as needed. This is a field‑based position, requiring candidates to reside in New Orleans, LA and travel up to 50% of the time.

• 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.