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.