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 believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 47,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. 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, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

 In 2019, Eurofins generated total revenues of EUR € 4.56 billion, and has been among the best performing stocks in Europe over the past 20 years.

The Desktop/Help Desk Technician 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 front line help desk coverage (in person, by telephone, or via email) requiring problem analysis, technical assistance and training of associates for various information systems.

Level I - Minimum

·       Answer direct and escalated support incidents and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issues.

·       Provide desktop support for those items that cannot be resolved remotely while ensuring phone coverage.

·       Maintain complete, timely, and accurate record of support in 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 in operating systems, software applications, and how to use phone system effectively.

·       Set up computer, equipment, phone, email, voicemail, and security for new users, also 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.

·       Represent 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.

·       Installs, configures, and maintains lab instrument computers and workstations in accordance with lab policies and procedures.

·       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.

·       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.

·       Write and maintain knowledgebase articles and user documentation.

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

·       2+ years of general Help Desk/Desktop experience in an enterprise environment

·       2+ years’ 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 support ability

·       Goal oriented, with excellent time management and organizational skills

·       Excellent interpersonal skills, with 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:

·       5+ years of general Desktop Technician /Help Desk experience in an enterprise environment

·       5+ years experience with Windows desktop operating systems

·       5+ years experience with Microsoft Office (Office 365 experience)

·       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

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 the essential functions.

Position is a 12 Month Contract, long term potential, Monday - Friday 8:00am - 5:00pm.  Candidates currently living within a commutable distance of Framingham, MA are encouraged to apply.

• 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.