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Max Planck Institute Logo Max Planck Institute · IT - Administration

IT Support Specialist

Germany, Heidelberg Employment contract · Job Posted July 03, 2026
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Job Description

The Max Planck Institute for Astronomy (MPIA) is one of the world's leading astrophysics research institutes, with around 350 employees. The IT department is responsible for the institute’s IT environment, including client systems, servers, network infrastructure, scientific computing services, storage, backup and user support across Linux, Windows and macOS. To strengthen our user-oriented IT support, we are looking for an IT Support Specialist (m/f/d), Ref. 419.

Job Responsibility

  • Independent processing of IT support requests via ticket system
  • Providing first- and second-level support for users of Windows, macOS and Linux client systems
  • Analysis and resolution of typical faults related to client systems, user accounts, permissions, software, network access and peripheral devices
  • Supporting users with standard workplace applications, institute-specific software, collaboration tools and IT services
  • Installing, configuring, deploying and maintaining desktops, laptops, workstations and mobile devices
  • Supporting onboarding and offboarding processes, including account setup, authorisations, workstation preparation and user guidance
  • Troubleshooting and resolving issues related to printers, scanners, meeting room equipment and other workplace IT services
  • Supporting the lifecycle management of client hardware and software, including inventory, rollout, replacement and decommissioning
  • Qualified forwarding of more complex technical issues to the appropriate infrastructure, network or scientific IT specialists, including preliminary analysis
  • Maintaining clear documentation, knowledge base articles, FAQs and standard support procedures
  • Collaborating on IT projects and process improvements

Requirements

  • Completed vocational training as an IT specialist for system integration, a comparable IT qualification, or equivalent practical experience in IT support
  • Lateral entry is possible if you have relevant practical experience, strong motivation and a clear service-oriented mindset
  • Good knowledge of at least one common operating system, ideally Windows, macOS or Linux, and willingness to develop knowledge across all three platforms
  • Initial experience in IT support, service desk or workplace IT
  • Experience with standard workplace IT hardware, including laptops, desktops, monitors, docking stations, printers and peripherals
  • Basic understanding of networks, including TCP/IP, Wi-Fi, VPN, DNS and DHCP
  • Experience with user account administration, ideally in an Active Directory or comparable identity management environment
  • Familiarity with ticketing systems and structured IT support processes
  • Strong service orientation and a friendly, patient and professional communication style
  • Ability to explain technical topics clearly to non-technical users
  • Independent, reliable and well-organised working style
  • Ability to keep an overview even when dealing with multiple support requests
  • Willingness to document work clearly and follow defined processes
  • Good English skills and the ability to understand English-language technical documentation

Nice to have

  • Endpoint management or software deployment tools
  • Remote support tools
  • Basic scripting or automation
  • ITIL-based service management
  • Work in a scientific, academic or international environment

What we offer

  • A diverse and meaningful workplace in a leading research institute
  • A small IT team with short decision-making paths
  • Intensive training and support during the onboarding phase
  • A high degree of independence within a cooperative team environment
  • No shift work and no regular on-call duty
  • Opportunities to contribute to the improvement of IT services and support processes
  • Development opportunities within the IT department
  • Remuneration according to qualifications and experience in accordance with the collective agreement for the public service, TVöD
  • Social benefits in line with public sector employment
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