Help Desk Technician

Job Description

Company Description

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.Job Description

Employee Standards:

Support department objectives and company goals

Be a team player

Sustain a positive, enthusiastic and professional attitude at all times

Accommodate requests with a smile and “can do” attitude

Adhere to manager directives

Maintain a professional appearance and demeanor

Arrive on time, properly dressed and prepared to work

Perform all duties in a timely, accurate, honest and professional manner

Communicate with customers professionally and in accordance with customer service standards

Be respectful of others

Tasks/Responsibilities:

Respond to requests for technical assistance in person, via phone, electronically

Diagnose and resolve technical hardware and software issues and advise user on appropriate action

Research questions using available information resources

Log interactions and administer help desk software

Redirect problems to correct resource

Maintain and document spare part inventory

Identify and escalate situations requiring urgent attention

Track and route problems and requests and document resolutions

Inform management of recurring problems

Stay current with system information, changes and updates

Other duties as deemed appropriate by management and for which management believes adequate experience exists, or for which knowledge can be easily obtained in order to perform such duties.Qualifications

Must be a US person, as described in Title 22 Chapter I Subchapter M Part 120 Subpart C § 120.62

Associate’s degree or completion of coursework at a technical school or equivalent related experience

Strong customer service skills

Working knowledge of fundamental operations of relevant software, hardware and other equipment

Knowledge of relevant call tracking applications

Related experience and training in troubleshooting and providing help desk support

Experience with software deployment tools

Hands-on expertise with network printers and peripheral devices and mobile devices

Ability to assist users remotely using remote access tools

Reporting:

This position reports directly to the Sr. Director of Operations

Skills/Requirements:

Ability to maintain confidentially

Needs to be receptive to and accepting guidance from others

Ability to deal with difficult people and problems

Able to work well in a team environment

Able to work in a diverse group of people

Attention to detail

Willing to work overtime as necessary

Ability to multi-task and prioritize assignments

Perform other duties as assigned

Travel as needed

Physical Demands:

Able to sit for long periods of time

Able to lift up to 30 pounds

Additional Information

Schedule:

Monday-Friday 8:30am-5:00pm

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 Consumer Product Testing is a Disabled and Veteran Equal Employment Opportunity employer.

Full-time