IT Field Service Technician

Eurofins PSS Insourcing Solutions; Lancaster (Lancaster County); Sur place; USD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Comprehensive medical coverage

Dental and vision options

Life and disability insurance

401(k) with company match

Paid vacation and holidays

Résumé du poste

Eurofins Scientific is seeking a self-motivated IT Field Service Technician to deliver remote and on-site support across North America, with a focus on lab environments. This role requires 3+ years in desktop support, familiarity with ITIL processes, and proficiency with Windows, Office 365, Citrix, and VPN technologies.

Based in Lancaster, PA, the position involves 2–4 days on-site per week, travel up to 50%, and a Monday–Friday schedule with potential overtime.

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/Win11).
• Hardware repair and setup including workstations, UPS, and user onboarding/offboarding.
• Experience with on-premise and cloud-based Microsoft products (Office 2016, O365, SCCM, Azure, Exchange, Windows Server 2008–2021).
• Basic knowledge of AD, DNS, DHCP, and Group Policy; file shares and network printing support.
• VPN and remote access support, Citrix, thin clients, VMWare or equivalent.
• Support for Citrix FileShare, Bomgar, Remote Desktop, and security tools.
• MS Office 365, Teams, OneDrive, SharePoint support; basic automation and knowledge articles.

Responsabilités

• Provide remote desktop support for regional and national tickets.
• Provide in-person on-site support 2–4 days per week at labs.
• Troubleshoot hardware, software, and network connectivity issues.
• Explain technical concepts in non-technical terms to diverse users.
• Be open-minded and act as a change agent.
• Create and maintain knowledge base articles for support.
• Respond to on-call support as needed.

Connaissances

Desktop Support

Help Desk

Knowledge Management

ITIL

Windows Troubleshooting

Networking

VPN

Citrix

Remote Support

On-site Support

Formation

HDI Certification

HDI Support Center Analyst

HDI Desktop Support Technician

HDI Technical Support Professional

ITIL Foundations Certification

Microsoft MCP

CompTIA A+

Outils

ServiceNow

Active Directory

DNS/DHCP

VMware

Azure

SCCM

Office 365

Remote Desktop

Cisco WebEx

Description du poste

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organization services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organizations. It also has a rapidly developing presence in highly specialized and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralized and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2024, Eurofins generated total revenues of EUR € 6,515 billion, and has been among the best performing stocks in Europe over the past 20 years.

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 OS’s (Win10 and Win11)
• 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 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 PC’s 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, 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

Additional Information

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

Certifications and Technical Qualifications

• A+
• Network+
• Security+
• Microsoft MCP
• Apple Certified Technician

Position Details

Position is full‑time working, Monday-Friday 8:00am-5:00pm, with overtime as needed. This is a field‑based position, requiring candidates to reside in Lancaster, PA and travel up to 50% of the time. Candidates currently living within a commutable distance of Lancaster, PA are encouraged to apply.

Benefits

• 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.