- Provide Level 1 technical support for desktops, laptops, printers, and peripherals
- Handle incidents and service requests via ticketing systems (email, phone, portal)
- Troubleshoot Windows OS, MS Office, Outlook, and basic applications
- Assist with user account management (password reset, access issues, basic AD tasks)
- Perform basic network troubleshooting (LAN, Wi-Fi, VPN connectivity)
- Install, configure, and update software and hardware
- Escalate unresolved issues to L2/L3 teams with proper documentation
- Follow SLA, SOPs, and security policies
- Provide on-site or remote support as required
- Maintain accurate ticket updates and resolution notes
- Diploma or Bachelor's degree in IT or related field
- 0–2 years of experience in IT/Desktop Support
- Good knowledge of Windows OS, MS Office, basic networking
- Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, etc.)
- Strong communication and customer service skills
- Ability to work in shifts and under pressure
- Basic knowledge of Active Directory, O365, VPNs
- IT certifications (CompTIA A+, ITIL – preferred but not mandatory)
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Help Desk Technician - Lombardia - Sharp Brains
Descrizione
Overview
Job Description – DSS L1 (Desktop Support Specialist Level 1)
Role Summary
The DSS L1 resource provides first-level technical support to end users, ensuring timely resolution of hardware, software, and basic network-related issues while maintaining high customer satisfaction.
Responsibilities
Required Skills & Qualifications
Nice to Have
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