The IT Support Specialist is responsible for responding to requests for technical assistance to maintain an optimal operational computing environment for the employees in the region assigned.

Contractor position requiring 16–20 hours per week.

Provide IT Support to Europe End Users – (70%)

• Evaluate, prioritize and respond to requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

• Provide onsite and remote support for Europe ensure maximum uptime. This will require work outside of standard office hours.

• Provide support to our European Locations, traveling when necessary to fix and or replace equipment.

• Travel is required in this position about 30%, and able to lift 50 LBS or less.

• Resolve computer, networking, printing, hardware and software related issues through in-depth troubleshooting and technical assistance.

• Log and track requests using help desk software in order to maintain history and related problem documentation.

• Handle problem recognition, research, isolation, resolution, and follow-up, and refer more complex problems to technical staff while maintaining ownership of the issue.

• Install, document, take inventory, maintain, and troubleshoot all Europe information technology assets.

• Create and delete user accounts, enforce security and compliance rules to employees and non-employees regarding passwords and access to computer systems.

• Provide installation support including training and education of end user on basic tool set including telephones, laptops, video conferencing, and conference rooms/bridges etc.

Analyze and assign 1st & 2nd line Service Desk tickets to the Service Desk group. Provide feedback and training as required to ensure their ability to effectively resolve the 3rd line tickets and requests from the European users. (10%)

Handle additional responsibilities or special projects as required. (20%)

REQUIRED SKILLS & QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• Bachelor’s degree in computer science or related field or technical certifications.

• 2+ year experience in desktop support.

Specialized Skills:

• Expert Proficiency in Office 365. Microsoft Office Word, Excel, and PowerPoint.

• Understanding of the InTune, Windows 11 and OSX.

• Basic understanding of computer networking.

• Proven understanding of computer operations and troubleshooting for desktop, laptop, and MAC hardware.

• Experience with PC imaging software, virus protection, computer security and inventory software.

• Certifications (A+, MCP, Network+ Certification) are a plus.

• Exposure to InTune, SCCM, or other management software a plus

• Must be able to lift and move computers and monitors and equipment.

• Previous exposure to call center technologies and processes.

• MS Teams Calling, Cisco Call Manger PBX Phone systems a plus.

• MS Teams, Cisco WebEx Teams, Spark & WebEx Meetings a plus.

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