Job Description

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.

Qualifications

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 and River Falls, MN 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).

Additional Information

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.