Desktop Support Technician

About the role

We are looking for a proactive Desktop Support Technician to join our on‑site team in Mainz. You will provide end‑to‑end technical assistance for desktop and laptop environments, ensuring smooth operation for all end‑users while adhering to security and ITIL standards.

Key responsibilities

• Deliver comprehensive technical support for desktop, laptop, and peripheral devices, troubleshooting hardware, software, and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user equipment.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Utilise SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Provide remote and deskside support using EUC tools and support applications such as MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offer VIP support and act as the primary onsite contact during critical escalations or outages.
• Support printers, scanners, and other peripherals, handling troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory, and technical guides.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Fluent in English (C1) and German (C1) – both written and spoken.
• Experience working in an on‑site B2B/freelance environment, 5 days a week.
• Strong communication skills and ability to work independently as the primary onsite contact.

Required skills

• SCCM
• Intune
• ServiceNow
• Windows operating systems
• Active Directory
• MS Office and Outlook
• VPN client configuration
• Antivirus and patch management
• OS imaging and hardware replacement
• Printer and scanner troubleshooting
• Basic macOS device handling
• ITIL incident and problem management
• Remote assistance and EUC tools