Job Abstract

Eurofins is seeking a Level 2 (L2) IT Field Service Agent (FSA) in the Brea, California 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 at least 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 out of the Brea, CA office, though occasional trips to a laboratory in Tustin, CA are expected. Additionally, bimonthly trips to a Eurofins laboratory located in San Diego, CA will also be required.  Travel outside of the region 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.