VK
Vogelsang GmbH & Co. KGIT Support, Helpdesk – First-Level Support
IT Support staff providing both remote and on - site assistance at Vogelsang GmbH. Engaging in user support handling various IT inquiries and continuous process improvement.
About the role
- Manage daily Tier 1 helpdesk operations and ticket queue performance.
- Review, assign, and monitor incoming tickets to ensure accurate categorization, prioritization, and routing.
- Oversee the helpdesk phone queue to ensure calls are answered promptly and handled with professionalism, maintaining appropriate coverage throughout business hours.
- Maintain SLA compliance by tracking response and resolution times and escalating issues as needed.
- Supervise, coach, and mentor helpdesk staff to ensure excellent customer support and technical accuracy.
- Serve as the primary escalation point for Tier 1 issues before elevating to higher support tiers.
- Provide ongoing performance feedback and assist with training and developing staff.
- Review, maintain, and improve ServiceNow processes related to helpdesk ticket handling, workflows, and support automation; collaborate with IT leaders to implement efficiencies and self-service enhancements.
- Provide first-level support for printers, multifunction devices, and audio/visual systems, including meeting room technology, conference equipment, and related connectivities.
- Assist with audit activities by gathering documentation, ticket data, and system information as required to support compliance and IT governance initiatives.
- Serve as a second set of eyes for quality assurance by reviewing helpdesk tickets, documentation, and communication to identify and correct errors, ensure accuracy, and maintain service standards.
- Develop and maintain helpdesk documentation and knowledge base content to ensure consistent, accurate, and efficient issue resolutions for Tier 1 support and end users.
- Review recurring incidents and collaborate with other IT teams to identify root causes and process improvements.
- Maintain clear and timely communication with users, ensuring expectations are set and updates are delivered.
- Generate and analyze reports on ticket metrics, service performance, and customer satisfaction.
- Ensure proper documentation and adherence to IT policies and standards.
- Perform other duties and special projects as assigned.
- Promote and demonstrate behaviors consistent with CoreSite’s culture and core values.
Requirements
- Ability to thrive in a hybrid work environment with at least two onsite days per week, during standard business hours, with the ability to assist with changes or maintenance activities occurring during nights or weekends.
- Flexibility to travel up to 10% of the time, with the potential for increased travel or in-office presence as business needs evolve.
- Strong understanding of IT helpdesk operations, workflows, and ticketing systems (e.g., ServiceNow or equivalent).
- Ability to manage, motivate, and develop support staff in a fast-paced, customer-focused environment.
- Excellent verbal and written communication skills with a strong commitment to delivering exceptional customer service and building positive user relationships.
- Skilled at prioritizing and managing multiple requests while maintaining composure and professionalism under pressure.
- Strong analytical and organizational skills with attention to detail and a focus on service quality.
- Ability to identify customers’ needs, analyze recurring issues, and implement process improvements that enhance the end-user experience.
- Bachelor’s degree in a relevant field or equivalent work experience.
- 5+ years of IT support experience, with at least 2+ years in a helpdesk leadership or team-lead role preferred.
- Information Technology Infrastructure Library certification or related service management training preferred.
- Microsoft 365, Windows 10/11, and standard enterprise productivity and collaboration tools experience.
- Knowledgeable in Active Directory administration, remote desktop support, and multi-factor authentication platforms.
- Proficient in IT service management platforms such as ServiceNow or Jira for ticket management and team coordination.
Benefits
- First-day medical insurance through Cigna with generous premium cost coverage
- Dental insurance through Delta Dental
- Vision insurance through VSP
- Telemedicine through MDLive for Cigna
- Healthcare and dependent care flexible spending account (FSA) plans
- Health saving account (HSA) plans for employees participating in the High Deductible Health Plan
- Life, AD&D, short-term disability, and long-term disability insurance fully paid by the company
- Voluntary coverage benefits for supplemental life, critical illness, accident, and hospital insurance
- First-day eligibility for 401(k) savings plan through Fidelity, which includes an attractive matching company contribution with a 5% company match
- Discretionary annual bonus and equity incentive plan
- Employee stock purchase plan (ESPP) with a 15% discount
- 16 days of paid time off (PTO), 11 paid company holidays, and additional floating holidays
- Additional paid time off for school events, elder care, volunteering, bereavement, jury duty, voting, parental leave, and disability leave
- Free parking or a company contribution toward a public transit pass
- Wellness Reimbursement Program: Yearly stipend of $500 for employees and $300 for dependents, up to $800 total for the family
- Wellness Incentive Program: Participate in various wellbeing activities to earn up to $450 per year in cash incentives
- Technology Stipend: $100 monthly stipend
- Educational Reimbursement Program: Work-related learning and development with reimbursement on qualifying degree programs, up to $5,250 per year
- Giving Back: Charitable donation matches up to $5,000 per year and nominate organizations for Company Foundation grants
- Financial Management: Access to financial coaching, digital tools, and services to manage and pay student loan debt quicker
- Pet Insurance: Keep your furry friends healthy and happy
- Family Planning: Benefits and services related to fertility, pregnancy, menopause, adoption and surrogacy
- Employee Assistance Program: 24x7 service to support family, work, money, health, legal and life challenges
- Counseling and Caregiving Programs: Including access to mental health services, licensed counselors, and caregiving tools including membership for finding care
- Referral Bonus: Receive a $3,000 cash bonus if referred candidate is hired and meets eligibility requirements
- Discounts: Discounts, cash back offers, and perks on thousands of brands
- LinkedIn Learning Membership: Support your development when accessing LinkedIn’s online library of courses and videos
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
VK
Vogelsang GmbH & Co. KGIT-Support, Helpdesk – First-Level-Support
IT Support Specialist providing first - level support for Vogelsang GmbH. Supporting users via remote and on - site assistance, addressing IT - related queries and issues.
WI
WilldanPermit Technician
Permit Technician providing customer support and reviewing permit applications in Calabasas, CA. Collaborating with city partners and ensuring compliance with permit regulations and conditions.
GI
Gateway Services Inc.IT Helpdesk Manager
IT Helpdesk Manager overseeing Helpdesk team and IT support standards. Managing operations, stakeholder communication, and service improvement in a tech - driven environment.
Senior IT Infrastructure Analyst focusing on on - premise operations and ensuring stability in mixed Windows and macOS environments at Trio, a fintech startup.
SC
Sparksoft CorporationHelpdesk Supervisor
Helpdesk Supervisor managing Tier 1 personnel and service desk operations at Sparksoft Corporation. Ensuring quality performance and fostering team development for innovative IT solutions.
Senior Manager responsible for complex programme delivery in Insurance Enterprise Architecture at KPMG. Focusing on strategy and technology architecture with client engagement and team leadership.
Audit Manager delivering assurance and risk assessment for the Markets business at ANZ. Collaborating globally and leading audit teams to drive improvements.
PG
Proway GmbHIT Support Specialist – WMS
IT Support Mitarbeiter responsible for WMS support and collaboration in logistics at Proway. Engage in system configuration, user training, and project involvement in Stuttgart.
(Senior) IT Administrator responsible for IT infrastructure across four locations. Involved in hybrid IT landscape management and support for IT systems.