Service Desk Agent

The Level 1 End User Service Desk Agent will 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.

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

• 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., * Prior experience supporting end users in a life science, 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.

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.

Service Desk Agent Pay Scale of Starting Pay for role: $35-$40/hr. DOE

Pay: $35.00 - $40.00 per hour

Expected hours: 40.0 per week, * 401(k)

• Dental insurance
• Health insurance
• Vision insurance