Sr. 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 works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins 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. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. 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.

Basic Function and Scope of Responsibility: 

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

Level II – Fully meets the responsibilities of Level I plus the following:

• Installs, configures, and maintains personal computers and workstations.
• Serve as primary contact for administration activities and responsibilities for desktop computers, printers, phones, smartphones, software deployment, antivirus management, security and patches as well as additional technologies inclusive of both hardware and software.
• Maintain complete, timely and accurate record of administration.
• Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received.
• Provides instruction and training to end users in operating systems, software applications, the telephone system, building security and manages card access.
• Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for associate moves or terminations.
• Install, upgrade and maintain updates to software applications.
• Maintain change control log for all computers.
• Write and maintain knowledge-base articles and user documentation.

Senior - Fully meets the responsibilities of Level II plus the following:

• Works under minimal supervision on complex projects and assists less experienced peers.
• Keeps self-educated on Microsoft Product Roadmaps and develops migration plans and upgrade strategies, including capital and expense estimates and project plans.
• Develops and manages project plans for OS and Hardware upgrades, PC Refresh, Printers, and other projects as needed to keep our environment current, available, and secure.
• Ensures desktops are secure, available, and responsive for our users by identifying recurring issues and determining solutions.
• Develops best practices, writes SOP’s and trains other staff.
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.

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.

Level II - Fully meets the qualifications of Level I plus the following:

• Minimum of 3-7 years of experience general Desktop Technician /Help Desk experience in an enterprise environment.
• Minimum of 3-7 years of experience with Windows desktop operating systems.
• Minimum of 3-7 years of experience with Microsoft Office 365.
• Ability to develop migration plans and upgrade strategies.
• Ability to develop and manage to a project plan.
• Experience coordinating with 3rd party software/hardware vendors.

Senior  – Fully meets the qualifications of Level II plus the following:

• BA/BS Degree is preferred.
• 7+ years of experience in an environment servicing multiple desktops and users.
• Proactive learning on hardware, operating systems, and desktop software advances that can be applied to our 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

The essential physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Schedule:

• Monday-Friday 7:00am-4:00pm

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