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Jobprofil IT Helpdesk / IT Support (m/f/d)

IT Helpdesk / IT support technicians
offering customers best service

At a time when technology is playing an increasingly important role in our everyday working lives, the work of IT support and the IT helpdesk has become indispensable. Whether it's a laptop crash, a network malfunction or a software problem, IT support staff are the experts who solve the problem and get work back on track.

IT helpdesk and IT support staff have expert knowledge and help customers with questions and problems relating to IT products or services. This usually involves hardware or software.

For applicants

IT SUPPORT (M/F/D)

  • For applicants
  • Für companies
  • For freelancers

Are you looking for a job as an IT support employee (m/f/d)?

Would you like to bring your passion for technology and your strong customer service skills to a challenging position? Then take this opportunity to actively shape the future of IT.

Find current jobs as an IT support employee

Looking for an experienced IT support employee (m/f/d)?

At Hays, we are experts at finding the best talent for your organisation. Whether you need in-depth troubleshooting skills, customer service orientation or technical expertise. Our IT support staff are ready to join your team and provide reliable technical support.

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Are you looking for exciting new projects and challenges?

Use your expertise in a new IT project at Hays! You will have the opportunity to work with various companies and provide technical support at the highest level.

Find current IT support projects

WHAT CAREER OPPORTUNITIES DO IT HELPDESK / IT SUPPORT EXPERTS
HAVE ON THE LABOUR MARKET?

Customers increasingly judge the quality of a company by its support. They expect fast, uncomplicated and successful help with questions and problems with hardware and software. The fulfilment of these high expectations is the responsibility of IT helpdesk support staff. Due to their importance for customer satisfaction, qualified specialists have good opportunities on the labour market. Their skills are in demand in areas such as engineering, finance and information technology.

IT SUPPORT TASKS
THE ACTIVITIES OF IT HELPDESK EXPERTS

IT support employees answer questions from customers and help solve hardware, software or network problems. Contact is usually made by telephone, alternatively by email, chat or remote maintenance. An issue tracking system manages customer enquiries at a central location. Typically, an IT helpdesk is divided into three levels, each level corresponding to a group of specially trained specialists:

Initial contact with customers is made via the first level. Basic IT knowledge is required here, but often no specialisation. If employees at the first level helpdesk are unable to solve the problem, the ticket is forwarded to the second level to a specially trained employee. If the problem cannot be solved any further, a specialist from the third level takes over.

IT support tasks at a glance

  • Technical support for hardware, software and network problems
  • User support and answering technical questions
  • Fault diagnosis and rectification
  • Installation and configuration of software and hardware
  • Monitoring and implementation of security measures
  • Documentation of problem solutions and knowledge base
  • Escalation management for complex problems
  • Carrying out system upgrades and updates
  • Technical support for hardware, software and network problems
  • User support and answering technical questions
  • Fault diagnosis and rectification
  • Installation and configuration of software and hardware
  • Monitoring and implementation of security measures
  • Documentation of problem solutions and knowledge base
  • Escalation management for complex problems
  • Carrying out system upgrades and updates

WHAT HARD SKILLS & SOFT SKILLS DO YOU NEED
FOR A JOB AS AN IT HELPDESK / IT SUPPORT EMPLOYEE?

You need special hard and soft skills for your career as a helpdesk support employee. Hard skills revolve around the correct configuration of software problems or troubleshooting in a network, for example.

In addition, soft skills help you in your job to provide efficient help and solve problems. You often have to follow certain procedures or processes, but critical thinking is an important characteristic of a successful helpdesk employee.

The following hard skills are required in IT support jobs:

  • Technical expertise relating to the company's hardware or software
  • Specialised knowledge of specific areas such as network technology or applications
  • In-depth understanding of common operating systems such as Windows, macOS and Linux
  • IT security: basic knowledge of security measures such as firewalls, antivirus software and data backup

The following soft skills optimally complement your specialised knowledge:

  • Solution-orientated thinking
  • Excellent communication skills - verbal and written
  • Ability to listen actively
  • Patience and calmness
  • Ability to work in a team
  • Empathy: It is particularly important that you can put yourself in the shoes of your customers
  • Willingness to learn: In the job of IT support, further training and change are the order of the day

Hays Dreiecke in den Hays Farben
Hays Dreiecke in den Hays Farben
Hays Dreiecke in den Hays Farben

What is the average salary of IT helpdesk / IT support technicians?

The salary of IT helpdesk staff or IT support staff in Germany can vary depending on experience, qualifications, company size and location. In general, the average annual salary for these positions is between 35,000 euros and 50,000 euros gross.

Career starters with little professional experience can expect an annual salary of around 30,000 euros to 35,000 euros. With increasing professional experience and specific expertise, the salary can rise to between 40,000 and 45,000 euros. In larger companies or in positions with extended responsibility and management tasks, the salary can exceed 50,000 euros.

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Top job offers for helpdesk/support employees

Reference number: 810890/1

IT Unified Communications Engineer (m/f/d)

Employment with Hays Professional Solutions GmbH
Bavaria
  • Lead system-level configuration, administration and maintenance of Microsoft Teams Meetings and MTRs, Microsoft Teams Calling, Cisco Collaboration Suite, Microsoft Teams Chat,Webex Cloud, Cisco and Poly Endpoints
  • Integration, testing, deployment, monitoring, maintenance, and upgrades of Unified Communications technologies in a multi-regional geo-redundant architecture
  • Assist with AV design, planning and deployment of AV standards for conference rooms in new building and office expansions
  • Support system-level configuration, administration and maintenance of Microsoft Teams Meetings and Rooms, Microsoft Teams Calling, CVI, Cisco Webex Cloud, Cisco and Poly Endpoints
  • Prepare and maintain documentation and SOP detailing the configuration of deployed solutions
  • Provide advanced support, troubleshoot, and resolve L3 tickets and critical incidents related to telecom, voice, video, and network issues
  • As a domain specialist, the role involves being an escalation point for our Global IT Helpdesk
  • Lead OCM activities such as host brown bag sessions for user trainings, conduct regular knowledge transfer sessions for L1/L2 support teams and prepare training material
  • Provide support to VIPs and effectively collaborate with Executives and Executive admins
Online since: Tue May 13 10:27:50 CEST 2025
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Reference number: 821531/1

IT-Supporter / IT-Service Desk / IT-Helpdesk (m/w/d)

Festanstellung durch unseren Kunden
Frankfurt am Main
  • Bearbeitung von Störungsmeldungen im Sinne der Erstanalyse
  • Unterstützung der Mitarbeiter bei IT-Problemen (First Level Support)
  • Klassifizierung von technischen und fachlichen Anwenderstörungen und der Fehlerbehebung inkl. Dokumentation im Ticketsystem
  • SLA-konforme Störungsbearbeitung hinsichtlich Erreichbarkeit, technische und fachliche Erstlösungsquote, Durchlaufzeiten etc.
Online since: Wed May 14 16:36:30 CEST 2025
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Reference number: 817931/1

IT Customer Service (m/w/d)

Anstellung bei der Hays Professional Solutions GmbH
Bremen
  • Durchführung des 1st und 2nd Level Supports in deutscher und englischer Sprache 
  • Dokumentation und Erstellung von Handbüchern und Einarbeitungsleitfäden  
  • Qualifizierte Störungsannahme per Telefon oder E-Mail  
  • Fehleranalyse und Störungsbehebung per Remote-Zugriff oder on Site  
  • Sehr hohe Erstlösung der Anfragen auf Basis einer ständig wachsenden Wissensdatenbank  
  • Weiterleitung von nicht lösbaren Tickets an nachfolgende Supporteinheiten  
  • Pflege von Systemdaten und der Wissensdatenbank 
  • Betreuung des IT Assetmanagement und Usermanagement 
  • Anlage und Verwaltung von Endgeräten (Clients, Smartphones)  
  • Ständige Prozessoptimierung für höchste Effizienz 
Online since: Tue May 06 11:56:06 CEST 2025
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Reference number: 811096/1

IT-Systemadministrator (m/w/d)

Festanstellung durch unseren Kunden
Unterfranken Landkreis Kitzingen
  • Administration, Überwachung und Weiterentwicklung der IT-Systemlandschaft
  • First- und Second-Level-Support im Windows Client- und Serverumfeld sowie Mitarbeit im IT-Helpdesk
  • Wartung und kontinuierliche Optimierung bestehender Infrastrukturen u. a. durch Einspielen von Patches sowie Beschaffen, Aufbauen, Installieren und Inbetriebnehmen neuer Komponenten
  • Analyse und Bewertung auftretender Probleme und Systemstörungen inkl. Mitarbeit an der Entwicklung und Umsetzung ganzheitlicher Lösungsansätze
  • Schwerpunktmäßige Betreuung der Bereiche Netzwerksicherheit und Cybercrime
  • Erstellen von Dokumentationen, Verfahrensanweisungen und Anwenderhandbüchern
Online since: Mon Apr 07 14:43:33 CEST 2025
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Reference number: 808137/1

IT-Client-Engineer (m/w/d)

Festanstellung durch unseren Kunden
Hildesheim
  • IT-Client-Administration
  • Betreuung und Support von Laptops, ThinClients, Mobiltelefonen, iPads, Handscannern, Druckern, etc.
  • Mobile Device Management
  • Beschaffung von IT-Equipment
  • Kommunikation mit und Steuerung von Dienstleistern
  • 1st und 2nd Level IT-Support via Ticketsystem, telefonisch, als auch vor Ort beim User
Online since: Mon Apr 07 14:42:32 CEST 2025
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Reference number: 820540/1

Field Service Engineer (m/w/d)

Anstellung bei der Hays Professional Solutions GmbH
Eisenhüttenstadt
  • Ansprechpartner bei der Abwicklung von Kundenaufträgen, Störungsmeldungen und Servicefragen, 1st und 2nd Level Support
  • Unterstützung im Bereich (User-) Helpdesk, Telefonsupport
  • Lösung von komplexen Störungen und Anforderungen
  • Zuverlässige Dokumentation aller Anfragen
  • Installation und Wartung diverser IT-Hardware (Notebook, PC, Drucker)
  • Administration und Installation von Clients
Online since: Tue May 13 10:58:49 CEST 2025
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Reference number: 814340/1

(Senior) Application Service Manager DMS (m/w/d)

Festanstellung durch unseren Kunden
Nürnberg + Remote (Hybrid)
  • Implementierung, Wartung, Betrieb und Support eines DMS (Dokumentenmanagement System) in unserer Applikationslandschaft, das global eingesetzt wird
  • Zentraler Ansprechpartner für die Anwender in allen Fragen rund um die Anwendung (User Helpdesk, Training u. Support), Incident -und Problemmanagement im laufenden Betrieb
  • Change Request Management: Aufnahme und Unterstützung bei der Definition von Anforderungen der Anwender aus den Fachbereichen
  • Umsetzung im System, Implementierung und Anpassung von Workflows
  • Versions-/ Releaseplanung zusammen mit dem Lieferanten/Hersteller der Software, inklusive Upgrade- und Patchmanagement
  • Beteiligung an der Weiterentwicklung des Systems hinsichtlich automatisierter Prozesse, KI-gestützte Dokumentenanalyse u.v.m.
  • Stakeholdermanagement (IT, Geschäftsfelder, Lieferanten)
Online since: Mon Apr 07 14:43:06 CEST 2025
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