First Level IT Support – US

Company Description

Creating a future worth living for future generations gets us out of bed every morning. Depending on the project, we are consultants, implementers, or both for sustainable, innovative and economical solutions for real estate, industry, energy and infrastructure. Our more than 6,500 employees at over 80 locations worldwide support our customers in interdisciplinary teams. Our thinking is both visionary and realistic. We work independently and as part of a team. With passion and the latest technologies. We unite. Join us at Dreso and let’s create a world we want to live in.

Job Description

Join our team as an IT Support Specialist, where you’ll play a key role in providing first-line technical assistance to internal users across our growing organization. In this position, you will help ensure smooth and efficient IT operations by resolving technical issues, supporting end users, and maintaining high service standards. We are seeking a proactive and customer-focused IT professional with strong communication, troubleshooting, and problem-solving skills who enjoys working in an international environment.

Your responsibilities:

• Act as the first point of contact for IT support requests via ticketing systems, email, phone, and remote support tools
• Troubleshoot and resolve hardware, software, network, and business application issues
• Log, track, and document incidents and service requests within the IT service management platform
• Prioritize and manage support requests in line with SLAs and business needs
• Escalate complex issues to specialized support teams when required
• Provide support to employees across multiple locations and time zones
• Manage employee onboarding and offboarding, including device provisioning, account setup, access configuration, and asset recovery
• Administer user accounts, permissions, password resets, account unlocks, and access changes in line with security requirements
• Coordinate the procurement of IT hardware, software, licenses, and related services.
• Maintain accurate inventories of IT assets, equipment, and software licenses
• Support the implementation, maintenance, upgrade, and troubleshooting of business applications and vendor solutions
• Use remote management and monitoring tools to support users and maintain operational continuity
• Promote cybersecurity awareness and best practices across the organization
• Manage endpoint security solutions, including antivirus protection and monitoring tools
• Ensure compliance with IT policies, security standards, and data protection requirements
• Create and maintain technical documentation, knowledge base articles, FAQs, and support procedures
• Contribute to the continuous improvement and standardization of IT support processes
• Identify opportunities to improve IT services, user experience, and operational efficiency
• Stay up to date with emerging technologies and recommend new solutions where appropriate
• Support IT projects, system implementations, migrations, and other technology initiatives

Qualifications

• Degree in Information Technology, Computer Science, or a related field preferred, or equivalent combination of education, certifications, and hands-on experience
• 2-3 years of IT support, technical support, or help desk experience in a business environment
• Experience working with IT ticketing systems and service management processes
• Experience supporting users in international or distributed environments is a plus
• IT-related training or certifications (completed or in progress) are desirable

Required Skills/Abilities

• Basic knowledge of Windows operating systems
• Working knowledge of Microsoft 365 applications, including Outlook, Teams, and SharePoint
• Understanding of user account, permission, and identity management concepts
• Ability to perform password resets, account unlocks, and basic access administration tasks
• Experience using remote support and troubleshooting tools
• Strong communication and interpersonal skills with a customer-oriented mindset
• Excellent problem-solving and analytical abilities
• Ability to prioritize tickets based on urgency, impact, and service level commitments
• Comfortable working with users from different cultures, countries, and locations
• Fluent English is required; additional languages are considered an advantage
• Proactive and solution-oriented mindset (can-do attitude)

Additional Information

• We currently have two vacancies open for this position
• To ensure your work-life balance, we offer the option of mobile working
• We promote your professional and personal development through individual training and further education at the Drees & Sommer Academy
• We support your health with a bonus for sports enthusiasts. We offer the possibility of subscribing to a private health insurance policy
• Employees benefit from tax advantages related to their commuting expenses for the office
• Fiscal advantages for employees expenses in meal costs during worktime. Employee referral program with attractive bonus scheme
• Supporting career and family by receiving tax benefits for kindergarten expenses