IT Field Service Technician

Eurofins PSS Insourcing Solutions; New Orleans (LA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Comprehensive medical coverage

401(k) with company match

Paid vacation and holidays

Job summary

A leading life sciences company based in New Orleans, LA is looking for an IT Field Service Technician. This full-time position requires a candidate with at least 3 years of desktop support experience and familiarity with Microsoft products. The role involves providing on-site support to laboratories, troubleshooting hardware and software issues, and offering remote assistance across North America. Excellent benefits are provided, and travel up to 50% is expected.

Qualifications

• Minimum 3 years of Desktop Support with increasing responsibilities.
• 1 year minimum of Help Desk Support experience.
• Intermediate troubleshooting of Microsoft products.

Responsibilities

• Provide on-site support for localized laboratories.
• Troubleshoot customer hardware and software issues.
• Provide remote technical support for North American laboratories.

Skills

Desktop Support experience

Help Desk Support

Knowledge Management

ServiceNow experience

Troubleshooting Windows OS

Intermediate hardware repair

Microsoft product support

Active Directory knowledge

VPN support

Network connectivity knowledge

Education

HDI Support Certification

ITIL Foundations Certification

A+, Network+, Security+

Tools

ServiceNow

MS Office 2016

O365

SCCM

Azure

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

• 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 premises 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, TCP/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
• 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 around the state

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 New Orleans, LA and travel up to 50% of the time.

• 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.