Help Desk Technician

Skill Set: Helpdesk Support Technician Level 1

Contract: B2B/Freelance

Location: Perafita, Portugal

Language: Portuguese & English

Days per week: On-Demand

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.