UMGC Europe

Location: Kaiserslautern, Germany

Overseas Regular, 100% FTE, Full-Time, Grade 004

The Information Systems Specialist is responsible for delivering high-quality technical support, managing collaboration platforms, and maintaining audio/video systems across the organization. This role encompasses Information Technology (IT) support (in Europe, tier-2 and tier-3 support), with a strong focus on leveraging Cloud technologies (e.g., Microsoft Entra ID, Intune/Endpoint Manager, Azure Universal Print), SDN-WAN (e.g., Meraki), and modern collaboration tools (e.g., Zoom, Zoom Phone, etc.) delivery.

SPECIFIC RESPONSIBILITIES INCLUDE:

• Provide technical support (in Europe, primarily tier-2 and 3 with tier-1 as necessary) for end-user devices, hardware, software, and network connectivity.

• Provide physical touch labor and remote assistance for all UMGC-owned technical devices.

• Manage the deployment, replacement, and maintenance of printers, scanners, label makers, laptops, desktops, mobile devices, and other UMGC-owned computer systems not listed, ensuring smooth lifecycle management.

• Administer and optimize collaboration tools, including conferencing platforms and remote communication systems, to support hybrid work environments.

• Assist the university in its transitions to Artificial Intelligence (AI) systems.

• Manage, install, configure, and maintain logical and physical Audio/Video (AV) systems (e.g., Zoom, Aver, XLR, Yamaha, etc.) for client, local, and conference room usage, ensuring the reliability of live streaming, conferencing, and event technologies across HQ and field locations.

• Utilize remote support tools (e.g., Beyond Trust, remote desktop, etc.) to effectively troubleshoot and assist users to resolve technical issues promptly.

• Work with all contracted support (e.g., AccelerEd, etc.), UMGC stakeholders, internet service providers, and third-party vendors to ensure all systems run efficiently. Track and resolve all service requests (e.g., enhancements, services, incidents, projects, changes, etc.) using the current UMGC ticketing system (e.g., ServiceNow) while delivering exceptional troubleshooting and customer service.

• Maintain accurate inventory records of technical assets, overseeing equipment distribution, updates, and decommissioning.

• Proactively notify stakeholders of system updates, outages, or changes, providing timely communication (e.g., problem tickets, etc.) and resolution to all technical issues.

• Create documentation based on Best Business Practices (BBP) (e.g., knowledge articles, change management, project documentation, network diagrams, etc.) and training content (e.g., videos, How To's, technical documentation, etc.) to ensure staff can effectively utilize IT systems, collaboration tools, and AV equipment.

• Travel to field locations, as required, to provide on-site support, training, and technical assistance for all UMGC-owned technologies.

• Conduct networking duties as needed including conducting site visits, emergency network maintenance, performing the installation of network cabling, and network troubleshooting in coordination with the primary network administrator and local IT leadership.

• Monitor and maintain IT infrastructure (e.g., computer systems, endpoint manager, printer management, SDN-WAN, etc.) solutions, to ensure reliable connectivity and system performance.

• Collaborate in a team setting with other Information Technology staff members, both locally and globally.

• The local management of the National Testing Center (NTC) systems' logical and physical automation (e.g., computer setup, ensuring the testing software works on the system, testing printing capabilities, etc.) and complete troubleshooting at all UMGC Europe and downrange sites.

• Perform other duties as assigned to support organizational needs and technical advancements.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree from a U.S. regionally accredited institution or foreign equivalent, or three years of experience in an IT environment.

• Strong knowledge of Microsoft Cloud technologies, including Entra ID, Intune, and Azure Universal Print.

• Experience with tier-2 and tier-3 technical support and lifecycle management of IT devices.

• Proficiency in collaboration platforms, including Zoom technologies (e.g., Rooms, Phone, etc.), and Microsoft Teams technologies.

• Excellent troubleshooting and communication skills, with a strong focus on customer service.

• Ability to obtain a USAREUR/USFJ driver's license and lift to 40 pounds.

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor's degree in a computer-related field from a U.S. regionally accredited institution or foreign equivalent.

• Experience working in medium to large organizations with desktop computing and collaboration tools.

• Hands-on experience with AV systems, live streaming, and media production technologies.

• Familiarity with IT service management tools such as ServiceNow and remote support solutions.

• Industry certifications such as CompTIA A+, CompTIA Cloud+, ITIL v4 Foundation, or Microsoft certifications.

WHO MAY APPLY:  Local candidates with ILS preferred. Applicant must qualify for ILS as described in USAREUR Regulation 600-700, Section III, 7-13. Criteria under which applicants qualify for ILS are: must serve the US Forces exclusively; are not stateless persons; are nationals of a NATO state, excluding the host nation; are not ordinarily resident in the host nation.