IT HelpDesk

As an IT HelpDesk Technician at ITxend, you will be the first point of contact for employees experiencing technical issues. You will handle a wide range of requests — from password resets and hardware troubleshooting to software configuration and network connectivity — ensuring that end users can work efficiently and without disruption. You will work in a collaborative team environment with clear escalation paths and ongoing learning opportunities.

• Provide first and second-line IT support to end users via phone, email, and in-person at the Porto office.
• Log, track, and resolve incidents and service requests using the company's ITSM ticketing system.
• Set up, configure, and maintain workstations, laptops, printers, and peripherals.
• Manage user accounts, permissions, and group policies in Active Directory and Microsoft 365.
• Troubleshoot hardware, software, network connectivity, and VPN issues.
• Assist with onboarding and offboarding of employees, including device provisioning and account setup.
• Escalate complex issues to senior engineers or third-party vendors when appropriate.
• Contribute to the internal knowledge base by documenting solutions and procedures.

• 1–3 years of experience in an IT support or helpdesk role.
• Solid knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Experience with Active Directory user and group management.
• Familiarity with ITSM ticketing systems (ServiceNow, Jira Service Management, or similar).
• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN.
• Strong communication skills and a customer-first mindset.
• Ability to work on-site in Porto, Monday to Friday.

• ITIL Foundation certification or equivalent.
• Experience with endpoint management tools (Intune, SCCM, or Jamf).
• Knowledge of macOS support in addition to Windows.
• Experience in a corporate or enterprise environment with 200+ users.