IT Support Specialist

Quick Facts

• Role: IT Support Specialist (m/w/d)

• Work model: Full-time (40 hours/week), permanent contract

• Location: Hamburg

Description

You’ll be the first point of contact for colleagues with IT issues involving workplace hardware, software, and setup. You handle support requests through phone, email, and a ticketing system, resolve incidents in 1st-level support (on-site and remote), document cases, and prioritize/classify tickets. You’ll also administer user accounts and permissions in Active Directory, configure workstations, and provide brief IT trainings and knowledge articles.

Responsibilities

• Receive and manage support requests (phone, email, ticketing system) and guide users to resolution

• Prioritize, classify, and document incidents in the ticketing system

• Troubleshoot and resolve issues independently in 1st-level support (on-site and via remote support)

• Identify complex cases, gather relevant information, and hand them over to downstream support teams

• Administer user accounts and permissions in Active Directory

• Set up workplaces; install and configure required software and hardware

• Provide clear user instructions and short IT trainings

• Create and maintain technical documentation and knowledge articles for recurring support cases

Requirements

• Completed training as IT Specialist for System Integration (m/w/d)

• Practical experience in IT support / User Help Desk / Service Desk

• Confident knowledge of Windows 11 and Microsoft 365 and typical end-user support requests

• Experience with ticketing systems and remote support tools

• Experience administering user accounts and permissions in Active Directory

• Knowledge of standard software, workplace hardware, and common client-side fault patterns

• Friendly, understandable communication; structured and solution-oriented troubleshooting

• Careful documentation; enjoyment of teamwork and collaboration with downstream support units

• Very good German language skills (written and spoken)

Benefits

• Valued working atmosphere with short communication paths and flat hierarchies

• Mobile work options

• Attractive compensation

• Modern workplace with excellent public transport connections in central Hamburg

• Further training opportunities and long-term career prospects

• Pension savings component, JobRad, subsidy for Deutschlandticket, Corporate Benefits, and support via Fürstenberg Institut