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

Obtenga más información sobre las tareas generales relacionadas con esta posibilidad a continuación, así como sobre las habilidades requeridas.

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. xugodme
- Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.

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