Service Desk Agent

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

Title: Service Desk Agent

Pay: $23.00-$28.00/hr

Location: Minnetonka, MN - Onsite

Duration: 4-month contract

Schedule: Monday-Friday, 7:00 AM - 3:00 PM CST

Our client is seeking a Level 1 End User Service Desk Agent to serve as the first point of contact for employee technology support. This individual will be responsible for triaging, troubleshooting, and resolving routine hardware, software, account, and connectivity issues while escalating more complex requests to higher-level support teams. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment where system reliability and data security are essential.

Key Responsibilities

• Serve as the first point of contact for end users via phone, email, chat, and ticketing system, delivering professional and responsive technical support.
• Log, categorize, prioritize, and manage incidents and service requests within the IT service management (ITSM) platform.
• Perform Level 1 troubleshooting for desktop and laptop hardware, Windows and macOS operating systems, printers, mobile devices, Microsoft 365 applications, Outlook, Teams, and VPN connectivity.
• Reset passwords, unlock user accounts, and perform basic Active Directory and identity management tasks while adhering to security policies.
• Provide support for conference room technology and audio/visual equipment as needed.
• Escalate unresolved or complex issues to Level 2/3 support teams with thorough documentation of troubleshooting performed.
• Follow up with end users to confirm issue resolution and customer satisfaction before closing support tickets.
• Create and maintain knowledge base articles and standard operating procedures for common technical issues.
• Comply with change management, information security, and data privacy policies.
• Identify recurring technical issues and communicate trends to leadership for proactive resolution.

Required Qualifications

• High school diploma or equivalent required; Associate's degree or relevant technical certification (CompTIA A+, ITIL Foundation, Microsoft, etc.) preferred.
• Minimum of 1 year of experience in an IT help desk, service desk, or end-user support role.
• Working knowledge of Windows operating systems.
• Experience supporting Microsoft 365 applications, Active Directory, and remote access/VPN technologies.
• Experience using an ITSM or ticketing platform such as ServiceNow, Jira Service Management, Freshservice, or similar.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Excellent customer service, troubleshooting, and problem-solving abilities.
• Ability to prioritize multiple support requests and work effectively in a fast-paced environment.

Preferred Qualifications

• Experience supporting end users in a regulated industry such as life sciences, pharmaceutical, healthcare, or biotechnology.
• Familiarity with mobile device management (MDM) solutions such as Microsoft Intune.
• Exposure to regulated or validated systems (e.g., GxP environments).
• Experience supporting conference room technology and audio/visual equipment.