IT Field Service Technician

Eurofins; Lancaster (Lancaster County); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

Disability insurance

401(k) match

Paid vacation and holidays

Job summary

Eurofins is seeking a self-motivated IT Field Service Technician for a field-based role in Lancaster, PA. You will perform on-site and remote desktop support across North America, troubleshoot hardware, software, and network issues, and translate technical concepts for non-technical users.

The position is full-time, Monday–Friday 8:00am-5:00pm with up to 50% travel. Travel and on-site support are key, with comprehensive benefits including medical, dental, vision, life and 401(k) matching.

Qualifications

• Minimum 3 years of Desktop Support with increasing responsibilities.
• 1 year minimum Help Desk Support.
• 1 year Knowledge Management experience.
• 1 year ServiceNow (ITIL Incident tracking).
• Intermediate Windows OS troubleshooting (Win10/11).
• Hardware, UPS, workstation setup and onboarding/offboarding.
• Microsoft 365 / Azure / Exchange / SCCM / Server variants.
• AD, DNS, DHCP, Group Policy basics and file share access.

Responsibilities

• Provide on-site, in-lab support 2-4 days per week.
• Provide remote support to laboratories across North America.
• Troubleshoot hardware, software and network issues.
• Explain technical concepts in plain language to users.
• Provide hands-on/onsite support for technical challenges.

Skills

Desktop support

Help desk

Knowledge management

ServiceNow / ITIL

Windows troubleshooting

Hardware repair

MS 365 / Azure / Exchange

AD / DNS / DHCP

VPN / Citrix / VMware

Office 365 / SharePoint

Networking basics

Education

HDI Certifications

ITIL Foundations

A+, N+, Security+

MCP

Tools

Citrix

Remoting tools

VMware

Job description

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:

• Minimum3 years of Desktop Support w/increasing responsibilities
• 1 yr. minimumof Help Desk Support (or equivalent)
• 1 yr. minimumof 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
• 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 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
• A+, Network+, Security+
• Microsoft MCP

Additional Information

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

• 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.