Associate Support Engineer

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2021, Eurofins generated total revenues of EUR 6.72 billion, and has been among the best performing stocks in Europe over the past 20 years.

The Support Engineer role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email), requiring problem analysis, technical assistance, and training of associates for various information systems.

Essential Job Duties:

Level I - Minimum

• Answer help desk tickets and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issues.
• Provide the first level of support for all technical issues.
• Provide triage service for all incidents, including first response, information gathering, and routing incidents to appropriate teams.
• Provide desktop support for incidents that cannot be resolved remotely.
• Maintain complete, timely, and accurate records of support in the ticketing system, including knowledge base updates to assist others in resolving similar tickets.
• Assist employees with general administrative needs relating to passwords, application access, local backups/restores, forms, and policies.
• Educate end users on operating systems and software applications and how to use the phone system effectively.
• Set up computer, equipment, phone, email, voicemail, and security for new users.
• Make any changes or deletions for employee moves or terminations.
• Participate in training new employees at new hire orientations.
• Manage user accounts and permissions.
• Maintain IT inventory list and licensing agreement information to ensure we remain in compliance.
• Contact appropriate maintenance, technical support, or programming personnel for hardware or software failures and escalate issues when needed.
• Install, upgrade, and maintain updates to software applications.
• Maintain daily tape backup and off-site tape storage.
• Maintain change control log for all computers.
• Represent the department and the organization favorably and in accordance with established Company standards and associate attributes at all times
• Other duties as assigned by management

Essential Knowledge, Skills and Abilities:

Level I – Minimum

• High School Diploma or Equivalent required; Associate’s Degree preferred.
• A+ Certification, Network + Certification, Microsoft Certifications, ITIL or related training preferred but not required.
• Minimum of 1-3 years of experience general Help Desk/Desktop experience in an enterprise environment.
• Minimum of 1-3 years of experience with Windows desktop operating systems and Microsoft Office.
• Ability to identify and resolve computer system malfunctions and operational problems.
• Ability to perform complex tasks and to prioritize multiple projects.
• Practical knowledge of PC Operating Systems, printing to local and network printers, Exchange email, PC/Printer Hardware, and remote access.
• Working knowledge of OS image creation and deployment concepts and best practices.
• Working knowledge of laptop/desktop hardware.
• Experience with anti-virus and content filtering tools.
• Experience/basic understanding of Active Directory, networks and network cabling.
• Experience configuring mobile devices such as tablets and phones and WIFI connections.
• Strong attention to detail, the ability to multi-task and work in fast-paced environment.
• Experience working with service desk or help desk ticketing system(s).
• Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Aptitude to quickly learn and apply new systems, processes and applications with the ability to understand relationships and consequences.
• Ability to read & interpret documents i.e., internal SOPs, operating/maintenance instructions, and procedure manuals.
• Ability to evaluate new tools and technologies in terms of ease of use, security, and supportability.
• Goal-oriented, with excellent time management and organizational skills.
• Excellent interpersonal skills, with the ability to interact effectively and work efficiently with people at all levels in an organization.
• Ability to keep sensitive information confidential.
• Experience in lab or similar regulated or controlled environment.

Physical Requirements:

• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate a keyboard and other office equipment, use a telephone, access file cabinets, and other items stored at various levels, including overhead
• Ability to speak and hear well enough to communicate clearly and understandably with sufficient volume to ensure an accurate exchange of information in normal conversational distance, over the telephone, and in a group setting
• Ability to continuously operate a personal computer for extended periods of time (4 or more hours)
• Mental acuity sufficient to collect and interpret data, evaluate, reason, define problems, establish facts, draw valid conclusions, make valid judgments and decisions

Additional information 

COMPREHENSIVE BENEFITS PACKAGE & COMPENSATION

• As a Eurofins employee, you will become part of a company that has received national recognition as a great place to work.  We offer excellent full-time benefits including comprehensive medical coverage, life and disability insurance, 401(k) with company match, paid holidays and vacation, personal days, and dental and vision options.
   

• Authorization to work in the United States without Sponsorship 

Eurofins USA Clinical Trial Solutions is a Disabled and Veteran Equal Employment Opportunity employer.