Onsite Service Desk Agent – Life Sciences IT Support

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

Job summary

Hydrogen Group in San Diego, CA is seeking a Level 1 End User Service Desk Agent on a 2-month contract to be the first point of contact for employee technology issues, triaging and resolving routine requests. You will support Windows/Microsoft 365, AD, VPN, and ITSM ticketing, with escalation to Level 2/3 as needed.

Onsite work with a standard 9:00 AM–5:00 PM schedule. Ideal for candidates with 1 year of help desk experience, strong communication, and a service-oriented mindset, especially in

Qualifications

• High school diploma or equivalent.
• 1 year+ IT help desk/service desk experience.
• Knowledge of Windows operating systems.
• Experience with Microsoft 365, Active Directory and VPN.
• Familiarity with ITSM/ticketing platforms (ServiceNow, Jira Service Management, Freshservice).
• Strong verbal and written communication; customer service oriented.
• Ability to manage multiple tickets in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for end users via phone, email, chat, and ticketing systems.
• Log, categorize, and prioritize incidents in the ITSM tool.
• Perform Level 1 troubleshooting for desktop/laptop hardware, Windows OS, printers, and standard business apps (Microsoft 365, Outlook, Teams, VPN).
• Reset passwords and unlock accounts per security policies.
• Support conference room and A/V equipment as needed.
• Escalate complex tickets to Level 2/3 with documented steps.
• Follow up to confirm resolution and close tickets with notes.
• Maintain knowledge base and SOPs for common issues.
• Adhere to change management and data privacy policies in a regulated life sciences environment.
• Track recurring issues and flag trends to Service Desk Manager.

Skills

Windows OS knowledge

Microsoft 365

Active Directory

ITSM tooling

Customer service

Education

High school diploma or equivalent

Associate’s degree or relevant certification (CompTIA A+, ITIL, Microsoft)

Tools

ServiceNow

Jira Service Management

Freshservice

VPN

Job description

Hydrogen Group in San Diego, CA is seeking a Level 1 End User Service Desk Agent on a 2-month contract to be the first point of contact for employee technology issues, triaging and resolving routine requests. You will support Windows/Microsoft 365, AD, VPN, and ITSM ticketing, with escalation to Level 2/3 as needed.

Onsite work with a standard 9:00 AM–5:00 PM schedule. Ideal for candidates with 1 year of help desk experience, strong communication, and a service-oriented mindset, especially in