Help Desk Technician

Sharp Brains Solutions; Vitoria; Presencial; EUR 24.000 - 32.000; Jornada completa

Descripción de la vacante

Sharp Brains Solutions in Majadahonda, Spain, is seeking a Helpdesk Support Technician Level 1 to provide first-line IT support for desktops, laptops, and printers. You will handle incidents, perform IMAC activities, manage Active Directory tasks, and document tickets in ITSM systems with a customer-focused approach.

The role requires strong English and Spanish language skills, 5-day work week, and a mix of onsite and remote assistance.

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.
• 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.

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.