Processing incidents and requests within the scope of first and second-level support, e.g., identifying and resolving printer problems, and supporting document and barcode scanners., Categorizing, prioritizing, and forwarding requests to employees in other IT departments within the ticketing system, as well as providing qualified support and assistance., User administration and authorization management in Active Directory and other systems., Participation in customer-related IT projects., Assisting with the setup and dismantling of customer computers, software installation and configuration, and general IT hardware support (IMAC lifecycle)., Consultation on requirements analysis and solution development for IT use, and on-site support for end devices., Support within the on-call duty system: 4 employees rotating for emergency readiness (can be done from home, Mon-Fri 7 AM-8 PM, Weekends/Holidays 8 AM-6 PM, very rarely on-site) – on-call duty only after comprehensive training.