Service Desk Agent

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.

• 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.

• 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 Service Now, Jira Service Management, Fresh service, 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.

• 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.