IT Field Service Technician
About The Position
Eurofins is seeking a self-motivated and enthusiastic IT Field Service Technician for a Second Level / Tier 2 role. The position combines remote desktop support for local and nationwide support tickets, in-person support, and occasional overflow coverage for Service Desk calls. The technician supports one or more localized laboratories onsite 2–4 days per week and provides remote support to laboratories across North America. This is a field-based position requiring residence in Lancaster, Pennsylvania, and travel of up to 50%. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with overtime as needed. Occasional on-call support is required. The role involves troubleshooting and resolving hardware, software, and general network connectivity issues, providing hands-on support for technical challenges, and explaining technical concepts in accessible language to people with varying IT skill levels. The technician is expected to be open-minded and act as a change agent, provide timely first-contact resolution in accordance with company standards and procedures, and develop Knowledge Based Articles for publication and support. Eurofins Scientific is an international life sciences company providing analytical testing services across multiple industries. It operates a global network of laboratories and offers services in areas including food, environmental, pharmaceutical, cosmetic, and clinical testing.
Requirements
- At least 3 years of desktop support experience with increasing responsibilities.
- At least 1 year of Help Desk support experience or equivalent.
- At least 1 year of Knowledge Management experience.
- At least 1 year of ServiceNow experience or equivalent ITIL incident tracking experience.
- Intermediate troubleshooting and repair skills for Windows 10 and Windows 11.
- Intermediate troubleshooting and repair skills for hardware and UPSs; experience installing workstations and onboarding and offboarding users.
- Intermediate troubleshooting and repair skills for on-premises and cloud-based Microsoft products, including MS Office 2016, O365, SCCM, Azure, Exchange, Server 2008–2021, and Windows 7–11.
- Basic knowledge of Active Directory, DNS, DHCP, and Group Policy, including support for network folder and file-share access, network printing, and scan-to-email configurations.
- Intermediate support skills for VPN and remote access, Citrix, thin clients, and VMware or equivalent.
- Experience supporting Citrix FileShare, Bomgar, Remote Desktop, Symantec VIP or Microsoft Authenticator, Cisco IP Communicator, Cisco WebEx, SentinelOne, and remote and on-premises imaging of PCs and laptops.
- Intermediate troubleshooting and how-to support for MS Office O365, MS Teams, OneDrive, and SharePoint.
- Familiarity with network connectivity, TCP/IP, firewalls, VLANs, and Ethernet.
- Basic understanding of ITIL concepts, including Incident, Major Incident, Problem Record, Knowledge Article, Asset Management, Change Request, and Service Portal.
- Authorization to work indefinitely in the United States without restriction or sponsorship.
- Ability to travel up to 50%.
- Reside in Lancaster, Pennsylvania; candidates within a commutable distance are encouraged to apply.
- Work Monday through Friday, 8:00 a.m. to 5:00 p.m., with overtime as needed, and provide occasional on-call support.
Nice To Haves
- 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+, or Security+ certification.
- Microsoft MCP certification.
- Apple Certified Technician certification.
Responsibilities
- Provide in-person, onsite support to one or more localized laboratories 2–4 days per week.
- Provide remote support to laboratories across North America.
- Troubleshoot and resolve customer hardware, software, and general network connectivity issues.
- Provide hands-on onsite support for technical challenges.
- Explain technical concepts in non-technical language to people with varying IT skill levels.
- Provide occasional overflow coverage for Service Desk calls.
- Provide timely first-contact resolution while following company standards and procedures.
- Provide occasional on-call support.
- Develop Knowledge Based Articles for publication and support.
Benefits
- Comprehensive medical coverage with dental and vision options.
- Life and disability insurance.
- 401(k) with company match.
- Paid vacation and holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
