System Administrator I - (IT Service Delivery)
On-siteBerlin, State of Berlin, Germany or North Canton, Ohio, United States
Job Summary
Provide on-site and remote end-user support for hardware, software, and account setup via chat, email, and in-person visits to Dmart offices. Log, prioritize, and resolve tickets in Jira and ServiceNow covering networking, printers, and A/V while partnering with the Infrastructure team. Track IT assets through their full lifecycle, maintain MDM compliance across enterprise devices, and manage access via Okta and SailPoint IIQ. Maintain onboarding/offboarding efficiency, improve processes and automation using AI assistants, and draft knowledge-base articles. Work independently to own issues end-to-end with strong troubleshooting skills for Windows and MacOS workstations.
Required Qualifications
- Minimum of 1 year of experience in IT operations or 1st-level support
- Hands-on experience managing workstations (Windows & MacOS) and endpoint devices
- Strong troubleshooting skills for hardware and enterprise IT software
- Ability to work independently and own issues end-to-end
- High service orientation and excellent customer service skills
- Strong communication skills (verbal & written)
- Work location type: on-site
Desired Qualifications
- Hands-on experience with JIRA and Confluence for ticketing and documentation
- Administration experience with Slack, Google Workspace, and access management platforms (Okta, SailPoint IIQ)
- Practical experience using AI assistants (Copilot, Claude, ChatGPT, Gemini) for support, documentation, or productivity tasks
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