Role Description Für den projektbezogenen Einsatz suchen wir freiberufliche Unterstützung im 1st Level IT-Support. Die Beauftragung erfolgt projektbezogen und nach Bedarf, der Inbound-Call-Dienst wird jeweils nach Absprache eingeteilt. Sie übernehmen die telefonische Erstanlaufstelle für Anwender bei IT-Anliegen und sorgen für eine schnelle, freundliche und lösungsorientierte Bearbeitung eingehender Anfragen. Nearshoring innerhalb der EU ist ausdrücklich willkommen – wichtig sind verlässliche Erreichbarkeit und sehr gute Deutschkenntnisse. - Entgegennahme und Bearbeitung eingehender Anrufe (Inbound) im 1st Level Support - Erfassung, Klassifizierung und Priorisierung von Störungen und Anfragen im Ticketsystem - Erste Analyse und Lösung von Standardproblemen (z. B. Passwort-Resets, Zugriffsrechte, einfache Hard- und Softwarefragen) - Weiterleitung komplexerer Fälle an den 2nd/3rd Level Support inklusive sauberer Dokumentation - Freundliche, klare und serviceorientierte Kommunikation mit den Anrufenden - Flexible Übernahme von Schichten bzw. Zeitfenstern nach vorheriger Absprache Qualifications - Erfahrung im IT- und/oder Support-Bereich, idealerweise im 1st Level IT Support - Sehr gute Deutschkenntnisse in Wort und Schrift sind zwingende Voraussetzung - Grundlegendes technisches Verständnis - Freundliches, geduldiges und lösungsorientiertes Auftreten am Telefon - Selbstständige Arbeitsweise und Zuverlässigkeit bei projektbezogenen Einsätzen - Wohnsitz innerhalb der EU möglich - Eigene Gewerbeanmeldung bzw. freiberufliche Tätigkeit Benefits - Mitarbeit in einem familiären und unterstützungsorientierten Team - Hohe Flexibilität durch Möglichkeit zum ortsunabhängigen Arbeiten - Chancen zur persönlichen und fachlichen Weiterentwicklung

• Act as the first point of contact for helpdesk tickets. • Assign and manage support tickets through Freshdesk. • Maintain and update Excel reports and operational trackers. • Monitor and report on helpdesk performance. • Maintain hardware and software asset inventories. • Assist with ordering technology equipment and software. • Liaise with suppliers regarding orders and replacements. • Respond to customer enquiries professionally and efficiently. • Maintain accurate records of support requests and resolutions. • Create and maintain technical documentation. • Escalate issues where required and coordinate with technical teams.

• Act as the first point of contact for helpdesk tickets. • Assign and manage support tickets through Freshdesk. • Maintain and update Excel reports and operational trackers. • Monitor and report on helpdesk performance. • Maintain hardware and software asset inventories. • Assist with ordering technology equipment and software. • Liaise with suppliers regarding orders and replacements. • Respond to customer enquiries professionally and efficiently. • Maintain accurate records of support requests and resolutions. • Create and maintain technical documentation. • Escalate issues where required and coordinate with technical teams.

Role Description The IT Support Specialist is responsible for providing hands-on technical support and ensuring the stability, performance, and security of IT systems and infrastructure. This role supports day-to-day IT operations, including end-user support, system maintenance, and troubleshooting across hardware, software, and network environments. Working within a dynamic project environment, the IT Support Specialist collaborates with cross-functional teams to support enterprise systems, maintain system availability, and contribute to ongoing technology initiatives. - Monitoring system performance and responding to service requests, incidents, and outages - Installing, configuring, and maintaining hardware, software, and peripheral equipment - Supporting network connectivity, VPN access, and remote user environments - Assisting with system upgrades, patches, and routine maintenance activities - Maintaining user accounts, permissions, and access controls in alignment with security policies - Supporting enterprise applications including ERP, CRM, and operational systems - Assisting with cybersecurity practices including endpoint protection, threat awareness, and data protection protocols - Coordinating with internal teams and external vendors to resolve technical issues and support service delivery - Documenting technical procedures, troubleshooting steps, and system configurations Qualifications - Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience) - Minimum of 3–5 years of experience in IT support, help desk, or systems administration roles - Strong knowledge of desktop support, operating systems (Windows/Mac), and common business applications - Experience with network fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity - Familiarity with Microsoft environments including Office 365, Azure, and Active Directory - Experience with hardware troubleshooting, system imaging, and device management - Understanding of cybersecurity fundamentals including endpoint protection and access control Requirements - Experience supporting ERP systems, CRM platforms, and enterprise applications - Exposure to cloud-based infrastructure and SaaS platforms - Knowledge of backup, disaster recovery, and business continuity processes - Experience working with managed service providers or third-party vendors - Exposure to system integrations, automation tools, or scripting (e.g., PowerShell) - Experience supporting multi-site or remote workforce environments Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Training & Development - Work From Home