Onsite IT Help Desk Agent – Life Sciences (Contract)

Hydrogen Group; Del Mar (CA); On-site; USD 48,000 - 55,000; Full time

Job summary

Hydrogen Group is seeking a Level 1 End User Service Desk Agent for a 2-month contract in San Diego, onsite. You will triage, troubleshoot, and resolve routine hardware, software, account, and connectivity requests, and escalate complex issues to Level 2/3.

The ideal candidate has 1+ year of service desk experience, strong communication, and familiarity with Microsoft 365, Active Directory, and VPN in a regulated life sciences environment.

Qualifications

• High school diploma or equivalent.
• At least 1 year of IT help desk/service desk/end user support experience.
• Working knowledge of Windows operating systems.
• Familiarity with Microsoft 365, Active Directory, and remote access/VPN tools.
• Experience using an ITSM/ticketing platform (e.g., ServiceNow, Jira Service Management, or Freshservice).
• Strong verbal and written communication skills with non-technical users.
• Excellent customer service orientation, patience, and problem-solving skills.
• Ability to prioritize and manage multiple tickets in a fast-paced environment.

Responsibilities

• Serve as first point of contact for end users via phone, email, chat, and ticketing systems, providing courteous service.
• Log, categorize, and prioritize incidents in the ITSM tool.
• Perform Level 1 troubleshooting for desktop/laptop hardware, Windows/macOS, printers, mobile devices, and standard apps (Office 365, Outlook, Teams, VPN).
• Reset passwords, unlock accounts, and perform basic Active Directory tasks per security policies.
• Support conference room and A/V equipment as needed.
• Escalate unresolved tickets to Level 2/3 with documented steps.
• Follow up with users to confirm resolution and close tickets with notes.
• Maintain knowledge base articles and SOPs for common issues.
• Adhere to change control and data security policies in a regulated life sciences setting.
• Track recurring issues and inform Service Desk Manager for proactive resolution.

Skills

Windows OS experience

Customer service

Communication

Troubleshooting

Time management

Education

High school diploma or equivalent

Tools

Microsoft 365

Active Directory

VPN

ITSM ticketing platforms

Job description

Hydrogen Group is seeking a Level 1 End User Service Desk Agent for a 2-month contract in San Diego, onsite. You will triage, troubleshoot, and resolve routine hardware, software, account, and connectivity requests, and escalate complex issues to Level 2/3.

The ideal candidate has 1+ year of service desk experience, strong communication, and familiarity with Microsoft 365, Active Directory, and VPN in a regulated life sciences environment.