Help Desk Technician – Deskside Support (Level 1)

About the role

The Help Desk Technician will provide end‑to‑end technical support for desktop and laptop environments in a B2B freelance setting. Working two days per week on‑site in Abidjan, you will handle both remote and deskside incidents while ensuring compliance with security and ITIL processes.

Key responsibilities

• Diagnose and resolve hardware, software, and connectivity issues for desktops, laptops, printers, scanners and peripherals.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage the full device lifecycle: configuration, OS imaging, patching, and vendor‑based hardware replacement.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install approved software, apply updates and security patches in line with IT policies.
• Provide remote and on‑site support for Microsoft Office, Outlook, VPN client and other EUC tools.
• Maintain security compliance, antivirus monitoring and desktop policy enforcement.
• Offer VIP support and act as primary contact during critical escalations.
• Assist with Active Directory user account management and basic smart‑hands tasks.
• Document incident resolutions, hardware inventory and technical guides.

Required profile

• Level 1 Deskside Support Technician (junior level).
• Bilingual in French and English.
• Available to work 2 days per week on‑site in Abidjan.
• Familiar with Windows OS environments and basic macOS device handling.

Required skills

• SCCM
• Intune
• ServiceNow
• Windows operating system
• Microsoft Office & Outlook
• VPN client administration
• Active Directory basics
• ITIL incident and request management
• OS imaging and patch management
• Hardware troubleshooting for desktops, laptops, printers and scanners
• Antivirus monitoring and desktop policy enforcement