Skill Set: Helpdesk Support Technician Level 1Roll 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. xqbhyrx

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