Help Desk Support Engineer

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

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organization services. It 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 Organizations. It also has a rapidly developing presence in highly specialized and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralized and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2024, Eurofins generated total revenues of EUR € 6,515 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

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.

Help Desk Support Engineer responsibilities include, but are not limited to, the following:

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, buildi