Eurofins is seeking a Level 2 (L2) IT Field Service Agent (FSA) in the Columbia, Missouri 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 four days a week out of the Columbia, MO office. Occasional travel outside of the area is anticipated 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 (fka 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 Columbia, Missouri four days a week.
- Able to travel to the greater United States for seven to ten days at a time once a fiscal quarter.
- Fluent in English.
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 Columbia, MO 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.
#LI-EB1
Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
