IT Field Service Technician

IT Field Service TechnicianEurofins 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.Responsibilities include: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 responsibilities1 yr. minimum of Help Desk Support (or equivalent)1 yr. minimum of Knowledge Management1 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 equivalentSupport 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 proceduresProvide occasional on-call supportDevelop 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 V4Additional information:Authorization to work in the United States indefinitely without restriction or sponsorshipTravel up to 50% requiredA+, Network+, Security+Microsoft MCPApple Certified TechnicianPosition 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.Excellent full-time benefits including comprehensive medical coverage, dental, and vision optionsLife and disability insurance401(k) with company matchPaid vacation and holidaysEurofins USA is a Disabled and Veteran Equal Employment Opportunity employer.