Help Desk Technician

Sharp Brains Solutions; O Chazo; Presencial; EUR 18.000 - 32.000; Jornada completa

Descripción de la vacante

Sharp Brains Solutions in Majadahonda, Spain, seeks a Helpdesk Support Technician Level 1 to deliver first-line technical support for desktops, laptops, and peripherals. You will manage incidents and requests, ensuring timely resolution according to SLAs.

You will perform tasks including Windows OS deployment, Office applications support, password resets, AD basics, and remote/desk-side assistance, following ITIL standards in a corporate IT environment.

Formación

• Experience providing desktop/laptop hardware, software, and peripheral support.
• Familiar with ITIL incident and service request processes.
• Experience with Windows OS and Office applications.

Responsabilidades

• Provided first-level technical support for desktops and laptops.
• Responded to incidents and service requests within SLAs.
• Performed basic IMAC activities for end-user devices.
• Installed and configured Windows OS and Microsoft Office applications.
• Assisted with password resets and Active Directory basics.
• Provided deskside and remote support for peripherals and connectivity.

Conocimientos

Customer support

ITIL knowledge

Windows support

Active Directory

Remote support

Herramientas

ServiceNow

ITSM tools

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.