Junior Mitarbeiter im IT Support bei home24 in Berlin. Unterstützen interner Anwender:innen und stellen sicher, dass Technik reibungslos läuft.
About the role
- Help Desk Specialist Tier II supporting federal government clients with IT needs. Managing complex desktop and network issues while ensuring excellent customer service in a fast-paced environment.
Responsibilities
- Manage Active Directory (AD) user and computer accounts, BitLocker encryption policies, and user account requests.
- Perform hardware and software installation, break/fix support, deployments, and desk-side support.
- Support conference rooms and multimedia equipment onsite.
- Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
- Maintain conference room equipment including projectors, TVs, cameras, PDUs, and specialized conferencing hardware.
- Provide IT support via phone, chat, text, email, and create self-help guides.
- Use BeyondTrust Remote Support Software to provide end-user remote support.
- Set up and troubleshoot PC and Mac hardware, operating systems, and peripherals.
- Guide customers through installing applications, software, and computer peripherals.
- Identify, share, and implement process improvements.
- Troubleshoot issues, test fixes, and provide post-resolution follow-up.
- Support onsite activities such as special events, conferences, meetings, and asset inventory.
- Support offsite activities such as special events, conferences, and meetings as needed.
- Log and track customer requests using service desk management systems such as Zendesk and Jira IT Service Management.
- Maintain IT equipment stock and inventory.
- Escort IT vendors onsite as required.
- Provide Commercial Off-The-Shelf (COTS) application support.
- Assist with desktop operating system security vulnerability updates.
- Participate in team meetings.
- Follow established IT protocols and procedures to: Create Active Directory user and computer accounts Join computers to Active Directory Create email accounts Provision iOS devices and new computers Enable Microsoft BitLocker Configure DoD Common Access Cards (CAC) Configure Cisco VPN Onboard and offboard personnel Create WebEx and Google Meet meetings.
Requirements
- Minimum two (2) years of experience providing IT support, including complex desktop, networking, and general server issues.
- Strong IT customer support experience required.
- Experience supporting Mac and PC (Dell) hardware and operating systems.
- Working knowledge of Microsoft Windows Active Directory Users and Computers.
- Understanding of basic computer networking concepts.
- Ability to work cooperatively in a multidisciplinary team environment and establish professional working relationships.
- Ability to identify technical challenges and communicate resolutions clearly and concisely.
- Excellent written and verbal communication skills in English.
- Strong organizational skills.
- Ability to work effectively in a high-stress environment.
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