Service Desk Agent

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

Level 1 End User Service Desk Agent

Location: San Diego, CA – Onsite

Pay: $35.00-$40.00/hr

Duration: 2-month initial contract (strong potential to extend)

Schedule: Monday–Friday, 9:00 AM–5:00 PM

Position Summary

We are seeking a Level 1 End User Service Desk Agent contractor to serve as the first point of contact for employee technology issues. This role is responsible for triaging, troubleshooting, and resolving routine hardware, software, account, and connectivity requests, and escalating more complex issues to Level 2/3 support teams. The ideal candidate is service-oriented, detail-focused, and comfortable working in a fast-paced life sciences environment where uptime and data integrity matter.

Key Responsibilities

• Serve as the first point of contact for end users via phone, email, chat, and ticketing systems, providing courteous and professional customer service.
• Accurately log, categorize, and prioritize incoming incidents and requests in the IT Service Management (ITSM) ticketing tool.
• Perform Level 1 troubleshooting for desktop and laptop hardware, Windows and macOS operating systems, printers, mobile devices, and standard business applications, including Microsoft 365, Outlook, Teams, and VPN.
• Reset passwords, unlock accounts, and perform basic Active Directory and identity management tasks in accordance with security policies.
• Support conference room and A/V equipment for meetings as needed.
• Escalate unresolved or complex tickets to Level 2/3 support or the appropriate subject-matter team, with clear documentation of troubleshooting steps already taken.
• Follow up with end users to confirm resolution and satisfaction, and close tickets with accurate resolution notes.
• Maintain and update knowledge base articles and standard operating procedures for common issues.
• Adhere to change management, data privacy, and information security policies, including requirements relevant to a regulated life sciences environment.
• Track recurring issues and flag trends to the Service Desk Manager for proactive resolution.

Required Qualifications

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

Preferred Qualifications

• Associate’s degree or relevant technical certification, such as CompTIA A+, ITIL Foundation, or Microsoft.
• Prior experience supporting end users in a life sciences, pharmaceutical, or biotech environment.
• Familiarity with mobile device management (MDM) tools, such as Intune.
• Exposure to regulated/validated systems or GxP environments.
• Experience supporting A/V and conference room technology.