IT Support Specialist (1st & 2nd Level) | IT-Support-Spezialistin/ IT-Support-Spezialist (1st & 2nd Level) (m/w/d)

Job Summary

This role involves acting as a key IT Support Specialist, managing both 1st and 2nd level support activities for the Ennepe-Ruhr District Administration. Day-to-day tasks include receiving, prioritizing, and documenting incident reports and service requests across various channels using a ticketing system, adhering strictly to ITIL guidelines. The specialist will independently resolve technical issues using remote tools and knowledge bases, escalating complex problems to 2nd level support with thorough pre-analysis. A critical component of the job is analyzing recurring disruptions, contributing to problem management processes, and assisting in the continuous development of support procedures and knowledge bases to improve first-call resolution rates. This is an attractive, permanent, full-time position offering flexible working models, comprehensive training, and a supportive team environment within a family-friendly public administration.