Help Desk Technician

Sharp Brains Solutions; Madrid; Presencial; EUR 21.000 - 30.000; Jornada completa

Descripción de la vacante

Sharp Brains Solutions is seeking a Helpdesk Support Technician Level 1 in Madrid, Spain. You will deliver first-level tech support for desktops and laptops, configure Windows OS, MS Office, and Outlook, and assist with AD accounts and basic IT procedures.

Daily activities include handling incidents via ServiceNow, VPN and email support, asset management, and IT security compliance. A B2B/ freelance option may be considered; this role is full-time on-site in Madrid.

Formación

• Provide first-level technical support for desktop and laptop hardware and software.
• Respond to incidents and service requests within SLAs.
• Assist with imaging, configuration, and asset deployment using IT procedures.
• Support VPN, Wi-Fi, email and basic network connectivity.

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 OS, Microsoft Office, Outlook, and standard business apps.
• Assisted users with password resets, account unlocks, and basic Active Directory administration.
• Provided deskside and remote support for devices and peripherals.
• Logged and tracked incidents using ITSM tools, escalating when needed.
• Assisted with desktop imaging, software installation, and asset deployment.
• Supported VPN connectivity, Wi-Fi, email configuration, and network troubleshooting.
• Maintained asset inventory and updated technical documentation.
• Ensured IT security policy compliance and antivirus updates.
• Delivered courteous customer support with timely updates and ticket closures.
• Followed ITIL best practices for Incident and Service Request Management.

Herramientas

ServiceNow

ITSM

Descripción del empleo

Skill Set: Helpdesk Support Technician Level 1

Roll Type: FTE

Contract: B2B/Freelance

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.