IT Field Service Technician
IT Field Service Technician
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Job Description
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.
Qualifications :
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 ServiceNow (or equivalent ITIL Incident tracking)
- Intermediate troubleshooting and repair of Windows OSs (Win10 and Win11)
- Intermediate troubleshooting and repair of hardware UPSs 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 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 FileShare Bomgar Remote Desktop Symantec VIP/Microsoft Authenticator Cisco IP Communicator Cisco WebEx SentinalOne 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 OneDrive SharePoint and more.
- Familiarity with network connectivity TCI/IP Firewalls Vlans 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
Additional information
- Authorization to work in the United States indefinitely without restriction or sponsorship
- There will be opportunities for travel up to 50%.
Additional Information :
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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
