Tier I Help Desk Specialist

About the role

The Tier I Help Desk Specialist provides first‑line IT support to all GCMC participants and staff in Germany. Working on‑site five days a week, you will handle hardware, software, and network queries, ensuring smooth operation of the GCMC IT environment.

Key responsibilities

• Manage Active Directory user accounts and groups.
• Install, troubleshoot, and physically deploy government‑approved IT equipment (desktops, monitors, printers, laptops, mobile devices).
• Install and support operating systems and COTS software on desktops, laptops, and mobile devices.
• Demonstrate network login, file access, and use of GCMC IT resources to participants.
• Serve as the on‑site interface for participants before, during, and after courses.
• Coordinate mobile device inventory, imaging, issuance, and retrieval with the SSD Asset Manager.
• Provide Tier 1 support across networking, systems, DevOps, and information assurance, escalating per SOPs.
• Document, audit, and improve Help Desk processes.
• Assist the IT Project Manager with Help Desk‑related project planning and reporting.
• Manage SCCM and HCL BigFix for image creation, software deployment, patch management, and reporting.

Required profile

• Legal residence in Germany for at least one consecutive year.
• Willingness to work on‑site five days a week.
• Ability to lift equipment up to 40 lb.
• Strong customer‑service orientation and clear communication skills.

Required skills

• Active Directory administration.
• Windows operating systems installation and support.
• SCCM (Microsoft System Center Configuration Manager) image and deployment management.
• HCL BigFix patch and software deployment.
• Mobile Device Management (MDM) processes.
• Hardware installation and troubleshooting.
• Ticketing system usage (Systems Support Division ticket system).

What we offer

• Full integration into the German social and employment system.
• Access to GCMC IT resources and training environments.
• Opportunities to work closely with IT project teams.