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:

- 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.

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📌 Bilingual IT Help Desk Technician — Level 1 Support (Valencia)
🏢 Sharp Brains Solutions
📍 Valencia