Help Desk Technician

Sharp Brains; Sevilla; Presencial; EUR 25.000 - 39.000; Jornada completa

Descripción de la vacante

Sharp Brains is seeking a pragmatic Helpdesk Support Technician Level 1 in Sevilla, Spain, for a freelance/B2B engagement. You will provide end-to-end desktop and connectivity support, diagnose issues, and coordinate with IT policies.

The role covers end-user device lifecycle, remote assistance, VIP support during escalations, and documentation of resolutions for internal reference.

Formación

• Provide end-to-end technical support for desktop and laptop systems.
• Follow ITIL practices for incident, request and problem management.
• Coordinate IMAC activities and break/fix tasks for end-user devices.
• Maintain documentation of incident resolution and hardware inventory.
• Support remote and deskside users with standard EUC tools and VPN.
• Ensure security patching and antivirus monitoring in line with policy.
• Serve as VIP onsite contact during escalations or outages.

Responsabilidades

• Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
• Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
• Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administered approved software installations, updates, and security patching in coordination with IT policies.
• Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
• Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
• Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• Assisted with Active Directory tasks, basic user account management, and smart hands support.
• Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
• Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
• Followed ITIL practices for incident, problem, and service request management in corporate environments.

Conocimientos

Helpdesk

Desktop support

End-user support

Windows OS

Active Directory

SCCM

Intune

ServiceNow

VPN

MAC support

Herramientas

SCCM

Intune

ServiceNow

Active Directory

Descripción del empleo

Skill Set: Helpdesk Support Technician Level 1

Roll Type: 2 DPW & Dispatch

Contract: B2B/Freelance

Key Responsibilities:

1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
5. Administered approved software installations, updates, and security patching in coordination with IT policies.
6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
10. Assisted with Active Directory tasks, basic user account management, and smart hands support.
11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
13. Followed ITIL practices for incident, problem, and service request management in corporate environments.