IT Support Specialist (Systems/Help Desk)

Quick Facts

• Role: IT Support Specialist (Help Desk / 1st Level Support)
• Work mode: On-site and remote support
• Location: Hamburg
• Schedule: Full-time (40 hours/week), unlimited contract

Description

Act as the first point of contact for colleagues with questions and incidents involving IT workstations, software, and hardware. You receive support requests by phone, email, and ticket system, troubleshoot independently at 1st level both on-site and remotely, and ensure cases are clearly documented and prioritized. You also administer user accounts and permissions in Active Directory and set up and configure workplaces, software, and devices.

Responsibilities

• Receive and process IT support requests (phone, email, ticketing system) through to resolution
• Prioritize, classify, and document incidents transparently in the ticketing system
• Analyze and resolve incidents independently in 1st-level support, on-site and via remote support
• Recognize complex cases, collect relevant information, and hand off to downstream support units in a structured way
• Administer user accounts and permissions in Active Directory
• Set up workstations; install and configure required software and hardware
• Provide clear instructions and short IT trainings for colleagues
• Create and maintain technical documentation and knowledge articles for recurring support cases

Requirements

• Practical experience in IT support, user help desk, or service desk
• Ideally completed training as IT specialist for system integration; other paths accepted
• Safe knowledge of Windows 11 and Microsoft 365 plus typical end-user support topics
• Experience with ticketing systems and remote support tools
• Experience administering user accounts and permissions in Active Directory
• Knowledge of standard business software, workstation hardware, and common client error patterns
• Friendly, clear communication; structured handling of multiple requests; solution-oriented troubleshooting
• Careful documentation and teamwork with downstream support units
• Excellent German language skills (written and spoken)

Benefits

• Appreciative working atmosphere, short communication paths, flat hierarchies
• Mobile work option
• Attractive compensation
• Modern workplace with good public transport connections in central Hamburg
• Training and further education opportunities
• Long-term career prospects
• Employer pension savings (HPM pension component)
• JobRad
• Subsidy for the Deutschlandticket
• Corporate Benefits
• Access to the Fürstenberg Institut