L2 IT Field Service Agent

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 50,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialized clinical diagnostics testing.

Eurofins is seeking an experienced Level 2 (L2) IT Field Service Agent (FSA) in the Minneapolis, MN area to provide in-person and remote support to Eurofins end-users across North America.  This includes, but is not limited to, performing basic computer hardware repairs and support, installing and troubleshooting end-user software, deploying and troubleshooting network printers and computers, remediating network communication issues, and troubleshooting user account membership and attributes.

L2 Field Agents work in a hybrid environment, typically spending a little more than half their time on-site at assigned testing laboratories and working remotely the remaining days in the work week.  Candidates for this position will work at least three days a week in laboratories located within Mounds View, MN; Plymouth, MN; and River Falls, MN.  Occasional travel outside of the area is expected on no more than a quarterly basis.

Essential Job Duties:

• Review, reroute, update and manage user-generated IT support tickets.
• Generate IT Support tickets to for the IT Operations team.
• Escalate systematic issues to management with specifics to promote a continuous improvement culture.
• Utilize remote tools such as BeyondTrust Remote Access (aka Bomgar), Remote Desktop Connection, or Microsoft Teams to access and troubleshoot computer devices.
• Install or remove computer software manually or via Microsoft Endpoint Configuration Manager (MECM).
• Install, upgrade, repair, troubleshoot or retire standard computer hardware:  desktops, laptops, printers, monitors, keyboards, cables and docking stations.
• Submit service requests to vendors to perform warranty repairs on computer hardware or software.
• Perform general network connectivity (wireless and ethernet) troubleshooting to determine root cause of various failures:
  • Configure IP addresses statically or through DHCP reservations;
  • Review system logs to identify port blockages or permissions;
  • Install tools such as Wireshark to track packet losses and blockages;
  • Perform VLAN port changes to deploy or move computer objects to the correct location.
• Install, remove or troubleshoot local and network printers, including scan to network and scan to email.
• Perform basic Active Directory tasks:
  • Create Shared User Accounts;
  • Reset/Set User Account Passwords;
  • Manage AD Security Group Membership;
  • Review account attributes to determine access limitations.
• As needed, perform end-user training on standard productivity tools such as Microsoft 365 Enterprise Apps, Microsoft Office, Multifactor Authentication tools (e.g. Symantec VIP or Microsoft Authenticator).
• As needed, prepare knowledge base articles to help cross-train peers on lessons learned and key concepts.
• Utilize PowerShell to run scripts to gather data or perform troubleshooting tasks.
• Utilize system logs to determine the root cause of connection or installation failures.
• Stay up to date on all required business SOP’s and trainings.

Required:

• High school diploma or equivalent.
• Minimum 3 years working in an end-user facing IT technical support environment.
• Minimum 3 years working on IT software and/or hardware.
• Very good communication skills (concise writing and orally convincing).
• Able to lift up to 25 pounds.
• Able to be on-site at laboratories located in Mounds View, MN and Plymouth, MN and River Falls, WI up to four days a week with
• Able to travel to the greater United States for seven to ten days at a time once a fiscal quarter.
• Authorization to work in the US without restriction or sponsorship

Appreciated:

• Experience working with the IT Service Management tool ServiceNow.
• Eager to learn and continuously develop personal and technical capabilities.
• Computer qualifications such as:  HDI Desktop Support Technician or equivalent; ITIL 4 Foundation; Network+; Microsoft365 Fundamentals, Cisco Certified Technician (CCT) or Network Associate (CCNA).

Position is Full-Time, Monday-Friday, 8:00 a.m.-5:00 p.m., with additional hours, as needed.  Candidates currently living in a commutable distance to Minneapolis, MN are encouraged to apply.

What we Offer:

• 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 is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.