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:
- 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.

📌 Help Desk Technician (Gerona)
🏢 Sharp Brains Solutions
📍 Gerona