IT Specialist (Help Desk) (m/f/d)

> Scope:

Full-timePermanentTV-L EG 8as soon as possible

For the Communication and Information Center (kiz), Service Management & Organization Department, we are looking for a
IT Specialist, Helpdesk (m/f/d)
With approximately 140 employees, the kiz is the second-largest central unit at the University of Ulm and provides services in the areas of library, information technology, and media for research, teaching, student affairs, and administration.
The Service Management & Organization Department is responsible for service management, the organization of business processes, and administrative tasks within the kiz. As a truly cross-functional unit, it works closely with all other departments of the kiz and with the Central University Administration.
An exciting and varied position awaits you, featuring independent responsibilities in the university setting.
People with severe disabilities and those deemed equivalent will be given priority in hiring if they are suitably qualified.
What matters to us are your knowledge, skills, and strengths. That is why everyone is welcome at the university, regardless of characteristics such as gender, age, and background, or any potential disability.
Full-time positions can generally be split into part-time roles.

Your Profile

• Training as an IT specialist or comparable qualification
• In-depth knowledge of modern Windows client systems, PC hardware, and network technology (TCP/IP, DNS, DHCP)
• Experience in user support, ITIL-based service processes (service desk, incident and knowledge management), and working with ticket systems (e.g., KIX)
• Basic knowledge of scripting and programming languages (Perl, PHP, Java, C#) and working with relational databases (PostgreSQL, MySQL)
• Proficient in the use and maintenance of knowledge databases and documentation systems
• Very good German skills (C2) and good written and spoken English skills
• Ability to work in a team, work independently, and strong communication skills

Your Responsibilities

• Receiving, logging, and processing customer inquiries via phone, email, and online portals in our ticket system
• Classifying, prioritizing, and documenting tickets, as well as independently handling standard requests
• Analyzing and resolving IT incidents of moderate difficulty, and escalating to 2nd-level support or service owners as needed
• Maintaining and expanding the knowledge base: preparing solutions, documentation, and known issues
• Support in building, structuring, and maintaining a chatbot-compatible knowledge base for service support
• Technical involvement in the integration, configuration, and quality assurance of the AI chatbot, as well as evaluation and optimization of its response quality
• Conducting tests, error analyses, and documentation related to chatbot, ticketing system, and support processes
• Administration of user data and permissions in Identity Management (IDM), as well as maintenance of non-automatically managed identities
• Assistance and second-level support for users of the IDM web frontend
• Collaboration on interface administration and the continuous development of the service infrastructure (project-based)

We offer

• Work from home / remote work
• Secure workplace
• Job ticket for public transportation
• JobBike BW
• Compensation in accordance with TV-L, including an annual bonus as per the collective bargaining agreement

The University of Ulm and what we offer

Seize this opportunity and help shape the university with us!

> Reference No.

• 26052

by May 17, 2026

Hiring is handled by the Central University Administration.

Contact for further information

Guido Hölting, Tel.
We look forward to receiving your application via our online application portal.