Help Desk Technician

Sharp Brains Solutions; Arbo; Presencial; EUR 21.000 - 32.000; Jornada completa

Descripción de la vacante

Sharp Brains Solutions is seeking a Helpdesk Support Technician Level 1 to provide first-level technical support for desktops, laptops, and standard software in a 5-day-per-week on-site role in Majadahonda, Spain. The candidate will handle incidents, service requests, and basic AD administration while delivering courteous customer support.

The role includes imaging, software installation, VPN and network connectivity support, and adherence to ITIL procedures.

Formación

• First-level technical support for desktop and laptop hardware, software, and peripherals.
• Responded to and resolved incidents and service requests within SLAs.
• Performed basic IMAC activities for end-user devices and workstations.

Responsabilidades

• Provided first-level technical support for desktop and laptop hardware, software, and peripheral-related issues.
• Responded to and resolved incidents and service requests through ticketing systems within agreed SLAs.
• Performed basic IMAC activities for end-user devices and workstations.
• Installed, configured, and supported Windows operating systems, Microsoft Office, Outlook, and standard business applications.
• Assisted users with password resets, account unlocks, and basic Active Directory user account administration.
• Delivered deskside and remote support for desktop, laptop, printer, scanner, and other peripheral devices.
• Logged, updated, tracked, and documented incidents using ServiceNow or similar ITSM tools, escalating unresolved issues to higher support teams when required.
• Assisted with desktop imaging, software installation, system configuration, and asset deployment following IT procedures.
• Supported VPN connectivity, Wi-Fi access, email configuration, and basic network connectivity troubleshooting.
• Maintained accurate asset inventory records and updated technical documentation for incidents and service requests.
• Ensured compliance with IT security policies, antivirus updates, and standard desktop support procedures.
• Delivered courteous and professional customer support while providing timely updates and following up to ensure ticket closure.
• Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.

Conocimientos

Desktop support

ITIL

Customer service

Incident management

Active Directory

Windows OS

VPN

Remote support

Documentation

Herramientas

ServiceNow

Active Directory

Windows OS

Microsoft Office

VPN

Descripción del empleo

Skill Set: Helpdesk Support Technician Level 1

Roll Type: FTE

Contract: B2B/Freelance

Days per week: 5 days per week

Language: English & Spanish

Location: Majadahonda, Spain

Key Responsibilities:

• 1. Provided first-level technical support for desktop and laptop hardware, software, and peripheral-related issues.
• 2. Responded to and resolved incidents and service requests through ticketing systems within agreed SLAs.
• 3. Performed basic IMAC (Install, Move, Add, Change) activities for end-user devices and workstations.
• 4. Installed, configured, and supported Windows operating systems, Microsoft Office, Outlook, and standard business applications.
• 5. Assisted users with password resets, account unlocks, and basic Active Directory user account administration.
• 6. Provided deskside and remote support for desktop, laptop, printer, scanner, and other peripheral devices.
• 7. Logged, updated, tracked, and documented incidents using ServiceNow or similar ITSM tools, escalating unresolved issues to higher support teams when required.
• 8. Assisted with desktop imaging, software installation, system configuration, and asset deployment following IT procedures.
• 9. Supported VPN connectivity, Wi-Fi access, email configuration, and basic network connectivity troubleshooting.
• 10. Maintained accurate asset inventory records and updated technical documentation for incidents and service requests.
• 11. Ensured compliance with IT security policies, antivirus updates, and standard desktop support procedures.
• 12. Delivered courteous and professional customer support while providing timely updates and following up to ensure ticket closure.
• 13. Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.