Eurofins USA
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. Responsibilities
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. Qualifications
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 ServiceNow (or equivalent ITIL Incident tracking) Intermediate troubleshooting and repair of Windows OS (Win10 and Win11) 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 2008-2021, 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 FileShare, Bomgar, Remote Desktop, Symantec VIP/Microsoft Authenticator, Cisco IP Communicator, Cisco WebEx, SentinelOne, remote and on-prem imaging of PCs and laptops Intermediate troubleshooting and providing HOW TO support for MS Office O365, MS Teams, OneDrive, 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 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 Additional information
Authorization to work in the United States indefinitely without restriction or sponsorship Travel up to 50% required Position details
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.
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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. Responsibilities
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. Qualifications
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 ServiceNow (or equivalent ITIL Incident tracking) Intermediate troubleshooting and repair of Windows OS (Win10 and Win11) 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 2008-2021, 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 FileShare, Bomgar, Remote Desktop, Symantec VIP/Microsoft Authenticator, Cisco IP Communicator, Cisco WebEx, SentinelOne, remote and on-prem imaging of PCs and laptops Intermediate troubleshooting and providing HOW TO support for MS Office O365, MS Teams, OneDrive, 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 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 Additional information
Authorization to work in the United States indefinitely without restriction or sponsorship Travel up to 50% required Position details
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.
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