Information Technology Help Desk Analyst - #2138906

The Helpdesk Analyst will be responsible for ensuring consistent and effective support of IT requests in a timely, courteous, and professional manner. This position will be visible throughout the company so the individual should have the ability and the desire to make a positive impact on the department and organization. The successful candidate will have IT support experience including the implementation of company networks, communications systems and related software. This position reports to the IT Manager.

RESPONSIBILITIES

• Develop and maintain positive relationships while always striving to attain the highest level of customer service and satisfaction
• Respond and follow up on all internal IT tickets submitted via phone, email, instant chat and walk-up requests
• Provide support for Microsoft operating systems and applications, and other CSI standard software packages
• Provide first-level IT support for Windows, Microsoft Office 365, and a variety of other applications
• Administer and provide onsite and remote support including maintenance and upgrades to the file servers, workstations, wiring topology, switches, back-up system, printers and print servers
• Administer and support the network communication systems used for customer support and software updates
• Manage software installation, upgrades, patches and problem fixes
• Manage system changes including testing, scheduling, and production implementation in compliance with the approved change control process
• Ensure proper registration of license keys and licensing compliance, participate in auditing of client licensing
• Ensure all requests are tracked and logged in accordance with incident and service request management procedures
• Coordinate problem resolution with other IT support teams to ensure timeliness (e.g. Business Systems, Corporate infrastructure)
• Ability to work independently and within a global support team that includes supporting local and remote users
• Independently investigate and implement solutions to technical issues
• Implement strategies and infrastructure enhancements that will improve the reliability, integrity, security, and performance of devices and services
• Identify recurring technical issues and propose solutions to address the root of the problems
• Communicate opportunities for improved leveraging of hardware, software, and support resources including standardization
• Other projects, office and administrative duties as assigned

COMPETENCIES

• Analytical and problem-solving skills
• Excellent verbal and written communication skills
• Proactive, results-driven with a pragmatic mindset and strong sense of urgency.
• Hands-on approach, down-to-earth mentality, and ability to work autonomously under pressure.

LANGUAGES

• English & German
• Please submit your CV in English

LOCATION

• Munich

YOUR BACKPACK IS FILLED WITH

• Bachelor’s degree or equivalent work experience specializing in computers, networking, and information systems
• 3-5 years’ experience in an IT Support role
• Knowledge of troubleshooting Microsoft Enterprise level server software, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Copilot), Intune Autopilot and MDM, Windows Active Directory, AD Azure (Entra ID), Windows Server and Exchange, and other cloud related desktop infrastructure (VOIP communications, Virtual desktops)
• Hands-on experience in troubleshooting current hardware, such as PCs (Dell, etc.), network printers, iPhones, and basic familiarity with Android
• Experience installing and configuring Windows OS, networked and local printers, and business applications
• Relevant work experience in the systems administration and operations field, preferred
• Industry Standard certifications such as CompTIA A+, ITIL, Server+, Microsoft Azure Foundation Certification preferred
• Basic knowledge of VMWare, Hyper-V and Data Storage systems
• Audio/Visual/Videoconferencing setup and troubleshooting
• Experience with IT support ticketing systems (Managed Engine, Freshservice, Service Now, etc.)
• Analytical and problem-solving skills
• Excellent verbal and written communication skills