End User Service Desk Agent (Level 1)
Location: Minnetonka, Minnesota
Country: United States
Category: Infrastructure & Helpdesk
Workplace Location: Onsite
Employment Type: Contract
Posted Date: August 31, 2026
Job ID: 651506
Job Description
Job Title: End User Service Desk Agent (Level 1)
Location: Minnetonka, MN
Contract length: 4 months
Schedule: Fulltime, M-F from 9a to 5p
Pay: $23/hr to $28/hr, DOE
Job Overview:
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.
Job Responsibilities:
- 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
Required Qualifications:
- 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., ServiceNow, Jira Service Management, 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:
- 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
EEO Statement
The staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process, and always double check the email address of the Recruiter to ensure it’s from an official Planet domain (@theplanetgroup.com or @launchcg.com) - and not a domain with an alternative extension like .net, .org, or .jobs.
The Planet Group and our companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity, and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.
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About The Planet Group
The Planet Group is a global professional services firm delivering strategic staffing and advisory solutions. We operate at the intersection of talent and transformation – connecting the right people with the right opportunities in the areas of technology, engineering, accounting & finance, digital marketing, and manufacturing.
As one of the largest staffing companies in the US, we operate with a global reach and a performance-first mindset. We partner with clients to move fast, stay agile, and drive measurable results – building high-impact teams that fuel transformation and growth.
