Help Desk Technician

Skill Set: Deskside Support Technician Level 1

Language: Italian & English

Contract: B2B/Freelance

Days per week: 5HDPW or 3DPW

Location: Milan, Italy

Roll Type: FTE

Key Responsibilities:

1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.

2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.

3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.

4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.

5. Administered approved software installations, updates, and security patching in coordination with IT policies.

6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.

7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.

8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages.

9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.

10. Assisted with Active Directory tasks, basic user account management, and smart hands support.

11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.

12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.

13. Followed ITIL practices for incident, problem, and service request management in corporate environments.