Onsite IT Service Desk Agent (Level 1) - 4-Month Contract

Hydrogen UK Ltd; Minnetonka (MN); On-site; USD 32,000 - 39,000; Full time

Job summary

Hydrogen UK Ltd in Minnetonka, MN seeks a Service Desk Agent for a 4-month contract. You will be the first point of contact, triaging and resolving routine hardware, software, account, and connectivity issues while escalating more complex requests to higher-level teams.

The role emphasizes customer focus, attention to detail, and thriving in a fast-paced, security-conscious environment. You will perform Level 1 troubleshooting across Windows/macOS, Microsoft 365, VPN, and AD tasks, and support

Qualifications

• High school diploma or equivalent required; associate degree or certs preferred.
• Minimum 1 year in IT help desk or service desk.
• Experience with Windows operating systems.
• Experience using ITSM/ticketing platforms.
• Experience with Microsoft 365 applications and Active Directory.

Responsibilities

• Be the first contact for end users via phone, email, chat, and ticketing system.
• Log, categorize, prioritize, and manage incidents in ITSM.
• Perform Level 1 troubleshooting for desktops, Windows/macOS, printers, and VPN.
• Reset passwords, unlock accounts, and handle Active Directory tasks.
• Support conference room technology and A/V equipment.
• Escalate complex issues to Level 2/3 with documentation.
• Follow up to ensure issue resolution and customer satisfaction.
• Create and maintain knowledge base articles and SOPs.
• Comply with change management and data privacy policies.
• Identify recurring issues and communicate trends to leadership.

Skills

Customer service

Troubleshooting

Communication skills

Time management

Education

High school diploma

Associate degree or IT certs preferred

Tools

ServiceNow

Jira Service Management

Freshservice

Microsoft 365

Active Directory

VPN technologies

Job description

Hydrogen UK Ltd in Minnetonka, MN seeks a Service Desk Agent for a 4-month contract. You will be the first point of contact, triaging and resolving routine hardware, software, account, and connectivity issues while escalating more complex requests to higher-level teams.

The role emphasizes customer focus, attention to detail, and thriving in a fast-paced, security-conscious environment. You will perform Level 1 troubleshooting across Windows/macOS, Microsoft 365, VPN, and AD tasks, and support