IT Field Service Technician

Eurofins•New Orleans, LA

2d•Onsite

About The Position

Eurofins is seeking a self-motivated and enthusiastic IT Field Service Technician. This is a Second Level / Tier 2 position responsible for a combination of remote desktop support for local and nationwide support tickets, in-person support, and occasional overflow of Service Desk calls. The role involves supporting one or more localized laboratories with in-person, on-site support 2-4 days per week, and providing remote support to laboratories across North America. Key responsibilities include troubleshooting and resolving customer hardware, software, and general network connectivity issues. The technician must be able to break down highly technical concepts into non-technical language for individuals of all IT skill levels, be open-minded, and act as a change agent. Hands-on, on-site support for various technical challenges is also a core part of the role.

Requirements

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
Authorization to work in the United States indefinitely without restriction or sponsorship
Candidates must reside in New Orleans, LA.

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+, Security+
Microsoft MCP
Apple Certified Technician

Responsibilities

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.
Provide hands on/onsite support for various technical challenges.
Provide occasional on-call support.
Develop Knowledge Based Articles (KBA) for publication and support.