Deskside Support Technician

Sharp Brains Technical Services; Oslo; On-site; NOK 248,000 - 358,000; Full time

Job summary

Sharp Brains Technical Services seeks a Deskside Support Technician level 1 to join our IT services team in Oslo. You will provide end-user support for desktops, laptops, printers and peripherals, both on-site and remotely.

Responsibilities include handling incidents, IMAC tasks, password resets, AD basics and IT security compliance, using ServiceNow or similar ITSM tools within defined SLAs.

Qualifications

• First-level deskside IT support for desktops and laptops.
• Experience with Windows OS, Office applications and Outlook.
• Knowledge of password resets, AD user accounts and basic IT security.

Responsibilities

• Provide first-level technical support for desktop hardware, software and peripherals.
• Respond to incidents and requests within SLAs using ticketing systems.
• Perform basic IMAC tasks for end-user devices and workstations.
• Install, configure and support Windows OS, Office, Outlook and standard business apps.
• Assist with password resets, account unlocks and AD administration.
• Provide deskside and remote support for desktops, printers, scanners and peripherals.
• Document incidents and requests in ServiceNow or similar ITSM tools.

Skills

Deskside Support

Windows OS

Microsoft Office

Outlook

Active Directory

ServiceNow

ITIL

Tools

ServiceNow

Job description

Skill Set: Deskside Support Technician level 1

Contract: B2B/Freelance

Roll Type: Dispatch

Language: English & Local Language

Key Responsibilities:

1. 1. Provided first-level technical support for desktop and laptop hardware, software, and peripheral-related issues.
2. 2. Responded to and resolved incidents and service requests through ticketing systems within agreed SLAs.
3. 3. Performed basic IMAC (Install, Move, Add, Change) activities for end-user devices and workstations.
4. 4. Installed, configured, and supported Windows operating systems, Microsoft Office, Outlook, and standard business applications.
5. 5. Assisted users with password resets, account unlocks, and basic Active Directory user account administration.
6. 6. Provided deskside and remote support for desktop, laptop, printer, scanner, and other peripheral devices.
7. 7. Logged, updated, tracked, and documented incidents using ServiceNow or similar ITSM tools, escalating unresolved issues to higher support teams when required.
8. 8. Assisted with desktop imaging, software installation, system configuration, and asset deployment following IT procedures.
9. 9. Supported VPN connectivity, Wi-Fi access, email configuration, and basic network connectivity troubleshooting.
10. 10. Maintained accurate asset inventory records and updated technical documentation for incidents and service requests.
11. 11. Ensured compliance with IT security policies, antivirus updates, and standard desktop support procedures.
12. 12. Delivered courteous and professional customer support while providing timely updates and following up to ensure ticket closure.
13. 13. Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.