IT Field Service Technician

Overview

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/onsite 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 Service Now (or equivalent ITIL Incident tracking)
• Intermediate troubleshooting and repair of Windows OS (Win
  10 and Win
  11)
• Intermediate troubleshooting and repair of hardware, UPS devices, installing workstations, onboarding new users, offboarding users, etc.
• Intermediate troubleshooting and repair of on-premise and cloud-based Microsoft products including MS Office 2016, Office 365, SCCM, Azure, Exchange, Server , Windows 7–11, etc.
• Basic knowledge of Active Directory, DNS, DHCP, Group Policy as well as support for network folder and file shares, network printing, and scan-to-email configurations.
• 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 of PCs and laptops
• 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, VLANs, Ethernet, etc.
• 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 (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

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

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

• 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.