End User Service Desk Agent, Level 1

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 for 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.

• Serve as the first point of contact for end users via phone, email, chat, and ticketing system, providing courteous and professional customer service.
• Log, categorize, and prioritize incoming incidents and requests accurately in the IT Service Management (ITSM) ticketing tool.
• Perform Level 1 troubleshooting for desktop/laptop hardware, Windows and macOS operating systems, printers, mobile devices, and standard business applications (e.g., Microsoft 365, Outlook, Teams, VPN).
• Reset passwords, manage account unlocks, and perform basic Active Directory / identity management tasks in accordance with security policy.
• 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 at all times, including any requirements relevant to a regulated life sciences environment.
• Track recurring issues and flag trends to the Service Desk Manager for proactive resolution.

• High school diploma or equivalent required;
  Associate’s degree or relevant technical certification (CompTIA A+, ITIL Foundation, Microsoft) preferred.
• 1+ years of experience in an IT help desk, service desk, or end user support role.
• Working knowledge of Windows operating systems.
• Familiarity with Microsoft 365 suite, Active Directory, and remote access/VPN tools.
• Experience using an ITSM/ticketing platform (e.g., Service Now, Jira Service Management, Fresh service) 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.

• 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.

Pay Rate: $28/hr