Help Desk Technician

Sharp Brains Solutions; el Lloar; Presencial; EUR 21.000 - 30.000; Jornada completa

Descripción de la vacante

Sharp Brains Solutions is seeking an entry-level Helpdesk Support Technician Level 1 in Majadahonda, Spain. The role covers first-level technical support for desktops and laptops, along with imaging, software installation, and IT asset deployment.

You will handle password resets, AD administration, and VPN connectivity while delivering timely updates to users. The position requires experience with ServiceNow or similar ITSM tools, strong customer service, and adherence to ITIL procedures in a

Formación

• Experience providing first-level technical support for desktops and laptops.
• Experience using ticketing systems and meeting SLAs.
• Experience with imaging, software installation, and asset deployment.

Responsabilidades

• Provide first-level technical support for desktop and laptop hardware, software and peripheral issues.
• Respond to incidents and service requests via ticketing systems within SLAs.
• Perform basic IMAC activities for end-user devices and workstations.
• Install, configure and support Windows OS, Microsoft Office and Outlook.
• Assist users with password resets and Active Directory accounts.
• Provide deskside and remote support for peripherals (printers, scanners, etc.).
• Log, update, track and document incidents in ITSM tools and escalate when needed.
• Assist with desktop imaging, software installation and asset deployment.
• Support VPN connectivity and network access troubleshooting.
• Maintain asset inventory and documentation for incidents/requests.
• Ensure IT security policy compliance and antivirus updates.
• Provide courteous, timely updates and follow-up to close tickets.

Conocimientos

Helpdesk support

Active Directory

Windows OS

Microsoft Office

ServiceNow

ITIL practices

Herramientas

ServiceNow ITSM

VPN client

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:

• 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 (Install, Move, Add, Change) 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.
• Provided 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. xkdbapo
• Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.