IT Network Manager - Americas

TITLE: IT Network Manager- Americas

REPORTS TO: Chief Financial Officer (CFO)

JOB STATUS: Full Time, Non-Exempt

LOCATION: Pittsburgh

SUPERVISORY EXPERIENCE: This position has no direct reports.

Summary/Overview

This role is responsible for providing first-level IT support and serving as the primary point of contact for employees experiencing technical issues. Key duties include troubleshooting hardware, software, network, and connectivity problems; managing user accounts and access permissions; deploying and configuring workplace devices; and documenting support activities within the ticketing system. The position also involves assisting users with technical questions, providing basic training, and escalating complex issues when necessary. Additionally, the role contributes to improving support processes, documentation, and the overall user experience.

Primary Duties And Responsibilities

• Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.
• Provide first level support for Window clients, standard applications (e.g. Microsoft 365), printers, and mobile devices.
• Troubleshoot basic network and connectivity issues (LAN/WLAN, VPN, IP configuration, DNS, DHCP) and escalate complex cases to 2nd level support.
• Perform user administration tasks (account creation, password resets, access rights) in Active Directory and other systems, based on internal procedures.
• Document all requests, incidents, troubleshooting steps and solutions in the IT ticketing system in a clear and structured way.
• Install, configure and deploy workplace devices (PCs, laptops, thin clients, phones) according to company standards.
• Provide basic user training and explain solutions in a user-friendly, understandable way.
• Actively contribute ideas to improve support processes, documentation and the overall user experience.

Education

MINIMUM REQUIREMENTS:

• A bachelor’s degree in Information Technology, Computer Science, or related field, OR
• achievement of journeyman status in a recognized trade, OR
• achievement of formal certifications recognized in industry as equivalent to a bachelor's degree OR
• in-depth industry and job specific technical skills acquired through a combination of formal instruction and on-the-job training (e.g. Information Technology, Computer Science, Computer Information Systems, or related fields)

Skills

• Good knowledge of Windows client operating systems and common office applications (especially Microsoft 365).
• Basic understanding of network technologies (TCP/IP, switching, WLAN, VPN, DNS, DHCP) and ability to troubleshoot common connectivity problems.

Experience: One year to three years of similar or related experience.

Managerial Responsibility: This role has no supervisory/managerial responsibilities.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

• Strong customer orientation, communication skills and a service-minded attitude.
• Structured and reliable way of working, with the ability to prioritize and handle several tickets in parallel.
• Very good English skills (spoken and written); German is an advantage but not mandatory.

PREFERRED QUALIFICATIONS: Experience with ticketing systems and remote support tools

POSITION TYPE AND EXPECTED HOURS OF WORK: This is a full-time position with work hours from Monday to Friday, 8:30 a.m. to 4:30 p.m. Some flexibility in hours is permitted.

TRAVEL: This position requires approximately 30% travel.

WORK ENVIRONMENT: Regular exposure to favorable conditions such as those found in a normal office. This includes air and car travel.

EQUIPMENT OPERATED: This role involves operating standard office equipment including computers, printers, and telecommunication devices. Occasional use of other office tools may be required.

PHYSICIAL DEMANDS: The work requires minor physical exertion such as short periods of standing, walking over rough, uneven surfaces, some recurring bending, crouching, stooping, stretching, reaching, or similar activities. Job may require recurring lifting of lightweight objects with infrequent bending or stooping alternating with the lighter activities. Job requires minimal agility and dexterity.