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Eurofins · 7 hours ago

IT Field Service Technician

Dayton, OH

Full-time

Hybrid

Mid Level

3+ years exp

Eurofins Scientific is an international life sciences company providing analytical testing services. They are seeking an IT Field Service Technician to provide remote and in-person support for laboratories, troubleshoot technical issues, and assist with service desk overflow.

BiotechnologyGeneticsHealth CareLife SciencePharmaceutical

No H1B

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

Must be open-minded and considered a change agent

Provide hands on/onsite support for various technical challenges

Qualification

Desktop SupportServiceNowWindows OS TroubleshootingMicrosoft Products SupportActive DirectoryVPN SupportITIL ConceptsNetwork ConnectivityCustomer ServiceKnowledge ManagementOn-Call SupportKnowledge Based ArticlesChange AgentTechnical CommunicationTeam Collaboration

Required

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

Authorization to work in the United States indefinitely without restriction or sponsorship

Travel up to 50% required