End User Support Specialist

Sharp Brains; Grimstad; On-site; NOK 344,000 - 482,000; Full time

Job summary

Sharp Brains in Grimstad, Norway seeks a Level 1 Deskside Support Technician to provide first-line technical support for desktops, software, and peripherals. The role involves incident handling, IMAC tasks, and adhering to SLAs in a corporate IT environment.

You will install and support Windows OS, Office applications, and Outlook, assist with password resets and AD, and provide deskside and remote support for devices while maintaining asset inventories and IT documentation.

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 (Install, Move, Add, Change) 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.
• Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.

Job description

Skill Set: Deskside Support Technician level 1

Days per week: Dispatch on demand

Location: Grimstad, Norway

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.