End User Support Specialist

Sharp Brains; Grimstad; On-site; NOK 344,000 - 620,000; Part time

Job summary

Sharp Brains is seeking a Deskside Support Technician level 1 to provide first-line IT assistance for desktop hardware, software, and peripherals. The role includes Windows OS, Office/Outlook, and basic AD, VPN, and Wi‑Fi support in a corporate IT setting.

You will handle incidents via ticketing systems, follow ITIL practices, assist with imaging and asset deployment, and maintain accurate technical documentation.

Qualifications

• First-level IT support for desktop hardware, software, and peripherals.
• Resolves incidents via ticketing systems within SLAs.
• Assists with imaging, software installs, and asset deployment.

Responsibilities

• 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 AD administration.
• Provided deskside and remote support for devices including printers and scanners.
• Logged, updated, tracked, and documented incidents using ServiceNow or similar ITSM tools.
• Assisted with desktop imaging, software installation, and asset deployment following IT procedures.
• Supported VPN connectivity, Wi-Fi, email configuration and basic network troubleshooting.
• Maintained accurate asset inventories and documentation for incidents.
• Ensured IT security policies and antivirus updates are followed.
• Delivered courteous support with timely status updates and follow-ups.
• Followed ITIL Best Practices for Incident and Service Request Management.

Skills

Desktop support

Windows OS

Office & Outlook

Active Directory

VPN & Wi-Fi

ITIL practices

ServiceNow

Tools

ServiceNow

Ticketing systems

ITSM

Remote support tools

Job description

Skill Set: Deskside Support Technician level 1

Days per week: Dispatch on demand

Contract: B2B/Freelance

Roll Type: FTE

Language: English & Local Language

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.