IT Specialist II

Support end-users and serve as a point of contact in troubleshooting and resolving desktop computing issues. This includes installing, upgrading, and repairing all PC hardware; troubleshooting and diagnosing general computing problems; providing general end-user computing assistance when needed; and resolving technical issues via phone, email, in person, and through our online ticketing system., * Handle all calls, emails, and walk-up requests; document problem details, categorization, prioritization, and caller information.

• Resolve incidents and service requests, ensuring timely resolution in line with service level targets.
• Provide installation and support for hardware, software, workstations (Windows, MAC), mobile devices, network equipment, AV systems, printers, and other devices.
• Set up, install, and troubleshoot software platforms and basic network issues.
• Manage user accounts and groups, including password resets and updates across systems.
• Provision IT resources for new hires and assist with onboarding and offboarding processes.
• Document incident information, prioritize requests, and resolve issues within service desk timeframes.
• Install, test, and repair network cabling (CAT5/6, fiber) and manage vendor work.
• Provide after-hours support on a rotating schedule, including evenings, weekends, and holidays.
• Collaborate with vendors to resolve technical issues with desktop equipment and software.
• Troubleshoot and repair printers, copiers, and scanners.
• Provide one-on-one software training to staff.
• Track, prioritize, and document IT support requests and maintain IT supplies.

• Associate’s degree in computer science or related field is highly desired.
• Two years of previous technical help desk experience, which would have provided experience with the most recent versions of Microsoft, Windows, MS Office, Outlook / Exchange, as well as with Windows Server.
• Demonstrated ability to troubleshoot and repair hardware, to include laptops; network devices and connectivity; and VPN issues.
• Experience with Dell PC hardware and laptops, as well as Wyse Terminals is preferred.
• Strong knowledge of PC/Laptop software and configuration.
• Ability to work in a team environment.
• Excellent interpersonal and customer service skills.
• Demonstrated ability to work effectively with vendors to resolve technical issues.
• Strong written and verbal communication skills.

Physical Requirements

• Ability to sit at a desk and computer for extended periods.
• Ability to lift up to 20 pounds.
• Position based in Europe