IT Specialist II

Purpose of Position 

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. 

Supervisory Responsibilities 

N/A 

Essential Duties 

• 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. 

Required KSAs  

• 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 

In accordance with the Americans with Disabilities Act, requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. EOE