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.