Nc Fast Help Desk Jobs in Minnesota (NOW HIRING)

End User Service Desk Agent – Level 1 Support / IT support/Help desk support

Duration: 19 Weeks contract

Pay Rate: $25–$28/hour on W-2

Location: Minnetonka, MN – On-site

Schedule: Monday–Friday, 7:00 AM–3:00 PM

Position Summary

We are seeking a Level 1 End User Service Desk Agent to serve as the first point of contact for employee technology issues. This position will be responsible for triaging, troubleshooting, and resolving routine hardware, software, account, and connectivity issues while escalating more complex problems to Level 2/3 support teams.

The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced environment where system availability, data integrity, and security are critical.

Key Responsibilities

• Serve as the first point of contact for end users via phone, email, chat, and ticketing systems, providing professional and courteous technical support.
• Log, categorize, prioritize, and manage incidents and service requests accurately within an IT Service Management (ITSM) platform.
• Perform Level 1 troubleshooting for desktop/laptop hardware, Windows and macOS operating systems, printers, mobile devices, and standard business applications.
• Provide support for Microsoft 365 applications, including Outlook and Teams, as well as VPN and remote-access tools.
• Perform password resets, account unlocks, and basic Active Directory/identity management tasks in accordance with security policies.
• Provide basic support for conference room, meeting room, and A/V equipment as needed.
• Escalate unresolved or complex technical issues to Level 2/3 support or the appropriate subject-matter team, documenting troubleshooting steps and findings.
• Follow up with end users to confirm issue resolution and satisfaction.
• Close tickets with complete and accurate resolution documentation.
• Maintain and update knowledge base articles, troubleshooting guides, and standard operating procedures.
• Follow change management, data privacy, and information security policies and procedures.
• Support compliance requirements applicable to a regulated environment.
• Identify recurring technical issues and communicate trends to the Service Desk Manager to support proactive problem resolution.

Required Qualifications

• High school diploma or equivalent required.
• 1+ years of experience in an IT help desk, service desk, desktop support, or end-user support role.
• Working knowledge of Windows operating systems.
• Familiarity with Microsoft 365, Active Directory, and VPN/remote-access technologies.
• Experience using an ITSM or ticketing platform such as ServiceNow, Jira Service Management, or Freshservice.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent customer service, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple tickets and manage competing requests in a fast-paced environment.
• Strong attention to detail and commitment to accurate ticket documentation.

Preferred Qualifications

• Associate degree or relevant technical certification such as CompTIA A+, ITIL Foundation, or Microsoft certifications.
• Previous experience supporting users in a life sciences, pharmaceutical, biotechnology, or similarly regulated environment.
• Familiarity with Mobile Device Management (MDM) solutions such as Microsoft Intune.
• Exposure to regulated or validated systems and GxP environments.
• Experience supporting conference room technology, A/V equipment, and meeting-room systems.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:

Suna Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Applicants, with criminal histories, are considered in a manner that is consistent with local, state, and federal laws.

REQUESTING AN ACCOMODATION

Suna Solutions is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Suna Solutions and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Suna Solutions and have accommodation needs for a disability or religious observance, please call us at 1 (888) 223-4788, send us an email or speak with your recruiter.

PAY TRANSPARENCY POLICY STATEMENT

Compensation for roles at Suna Solutions varies depending on a wide array of factors including but not limited to the specific client, office or remote location, role, skill set and level of experience. As required by local law, Suna Solutions provides a reasonable pay scale to include the hourly or salary range that Suna Solutions reasonably expects to pay for roles that may be hired in California, Colorado, New York City or Washington as set forth below.