IT & Network Coordinator

Summary

The IT & Network Coordinator manages local office infrastructure and acts as the bridge to the Global IT team in Germany. The role is the hands and feet on the ground, handling day-to-day local network maintenance, managing the Windows desktop environment, and running the local IT help desk process. This position works independently on-site while collaborating closely with the centralized team overseas to implement global IT standards, security policies, and incident management workflows.

 Roles & Responsibilities

• Network and infrastructure:
  • Oversee the local office LAN, Wi-Fi, and internet connectivity.
  • Support and monitor the local network, including switches, wireless access points, firewalls, and cabling.
  • Troubleshoot connectivity issues at the desk, site, and site-to-site level.
  • Perform routine network maintenance and firmware updates under the direction of the global IT team.
  • Assist with network additions and changes as facility and equipment needs change.
  • Manage relationships with local Internet Service Providers (ISPs) and vendors.
  • Maintain network documentation, including diagrams, IP assignments, and equipment records.
• Global IT coordination:
  • Act as the primary local contact for the Germany-based global IT team.
  • Assist the global IT team with troubleshooting, deploying, and maintaining local servers, switches, routers, and firewalls.
  • Gather technical logs and escalate complex network and infrastructure issues to IT engineers in Germany.
  • Implement global IT standards, security policies, and incident management workflows at the local site.
  • Coordinate across time zones to schedule maintenance windows, changes, and escalations with the global team.
• Help desk and end user support:
  • Serve as the first point of contact for employee technology issues submitted by ticket, phone, email, or in person.
  • Provide prompt, face-to-face technical support for local employees on hardware, Windows operating systems, Microsoft 365 applications, printing, and connectivity issues.
  • Log, triage, prioritize, and resolve requests in the global IT ticketing system, documenting the issue, actions taken, and resolution, and closing within agreed service level agreements (SLAs).
  • Troubleshoot printer, phone, and business application issues.
  • Escalate unresolved or higher-risk issues to the global IT team or outside vendors and follow through to closure.
  • Support employees at other Mark VII locations remotely.
• Workstation and device management:
  • Set up, configure, and deploy laptops, mobile devices, and peripherals in compliance with global company standards.
  • Install and configure software, printers, peripherals, and user accounts.
  • Set up new hires with hardware, accounts, and access on or before their start date, and recover equipment and disable access on separation.
  • Maintain an accurate inventory of computers, monitors, phones, and other IT assets.
  • Securely wipe, retire, and dispose of end-of-life equipment.
• Cybersecurity:
  • Administer endpoint protection, patching, and software updates across company devices.
  • Manage user accounts, group membership, and access permissions following least-privilege practices.
  • Monitor security alerts and report suspicious activity to the global IT team.
  • Support multi-factor authentication, password policy, and backup verification.
  • Assist with employee security awareness training and phishing simulation campaigns.
  • Follow company incident response procedures and assist with investigation and remediation.
• Other duties as assigned

Job Requirements

Education and/or Experience 

• Bachelor's degree in information technology, computer science, or a related field; or equivalent combination of education, certification, and experience.
• 1-3 years of experience in IT desktop support, help desk workflows, and basic network administration within a Windows environment.
• Hands-on experience working with an enterprise IT Service Management (ITSM) ticketing tool.
• Familiarity with ITIL processes, including incident management, request fulfillment, and asset management, highly preferred.
• Experience supporting a business network in a multi-site environment preferred.

Functional/Technical Knowledge, Skills & Abilities:

• Communication/Language Skills
  • Excellent communication skills (written and verbal) are a must.
  • Ability to explain technical steps clearly to employees without a technical background.
  • Patience and clarity when handling stressful technical situations with users.
  • Ability to communicate and collaborate effectively across different cultures and time zones.
  • Ability to read and comprehend documents, manuals, and vendor instructions.
• Technical Competencies
  • Strong proficiency in Windows 10/11 Pro and Microsoft 365 administration.
  • Core networking knowledge, including TCP/IP, DNS, DHCP, IP addressing, Wi-Fi configuration, VPNs, switches, and wireless access points.
  • Familiarity with endpoint protection, patch management, and backup tools.
  • Experience with user account administration in Active Directory or Entra ID.
  • Comfort with hardware repair, imaging tools, and remote support software.
• Work Habits
  • Extreme attention to detail and accurate documentation practices.
  • Strong problem-solving ability and the capacity to work independently on-site while following global guidelines set remotely.
  • Discretion in handling confidential company, financial, and personnel information encountered while supporting users.
  • Ability to prioritize competing requests and meet response expectations without close supervision.
  • Willingness to learn, ask questions, and escalate appropriately rather than guess.
  • Must be flexible to work days, nights, or weekends if necessary for maintenance windows or outages, including occasional overlap with European business hours.
  • Must adhere to all safety rules, policies and regulations in relationship to OSHA and Mark VII Equipment standards.

Physical Requirements:

• Ability to lift and/or move up to 50 lbs., including computers, monitors, and network equipment.
• Ability to stand, walk, bend, kneel, stoop, crouch, climb and use hands to grip regularly.
• Ability to work under desks, in equipment closets, and on ladders to reach network equipment.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Prolonged periods of sitting at a computer.
• Maintain a professional appearance and grooming standards as outlined.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.