IT Field Service Technician

Eurofins; Lancaster (Lancaster County); On-site; USD 65,000 - 85,000; Full time

Job summary

Eurofins USA is seeking a self-motivated IT Field Service Technician based in Lancaster, PA. The role combines remote desktop support, on-site visits 2-4 days per week, and occasional overflow handling for the Service Desk nationwide.

You will troubleshoot hardware, software, and network issues, translate complex tech concepts for non-technical users, and travel up to 50% to support laboratories across North America. A 3+ year background in desktop support is expected.

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 of Windows OS (Win10/Win11).
• Intermediate troubleshooting of hardware, UPS, workstation setup, onboarding/offboarding users.
• Experience with on-premise and cloud MS products (Office 2016, O365, SCCM, Azure, Exchange, Windows servers).
• Basic Active Directory, DNS, DHCP, Group Policy, network shares access, network printing.
• Experience with VPN, Citrix, VMWare or equivalents.
• Microsoft 365 apps support (Office 365, Teams, OneDrive).
• Exposure to network basics (TCP/IP, firewalls, VLANs).
• Knowledge of ITIL concepts and incident management.

Responsibilities

• Provide remote desktop support and on-site hardware/software troubleshooting.
• Break down technical concepts for non-technical staff.
• Perform hands-on/onsite support for diverse IT challenges.
• Travel to local labs 2–4 days per week and support across North America.
• Provide on-call support as needed and contribute to knowledge base articles.

Skills

Desktop Support

Help Desk

Knowledge Management

ServiceNow

ITIL

Windows Troubleshooting

VPN/Citrix

Active Directory

Office 365

Communication

VMware

SCCM

Azure

Education

High School Diploma

Associate Degree

HDI Certifications

ITIL Foundations

Tools

Citrix

VMware

SCCM

Azure

Office 365

Active Directory

Job description

Company 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

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

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.

Eurofins USA is a Disabled and Veteran Equal Employment Opportunity employer.