Information Technology Help Desk Support

The Level 1 Remote Service Desk IT Support Technician provides first-line technical assistance for incidents and catalog tasks submitted through ServiceNow . This role supports both day-to-day troubleshooting ( e.g., software, access, and endpoint issues ) and fulfillment requests (e.g., license assignments and access group management ). Working remotely, the technician leverages TeamViewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment. Key Responsibilities Incident Response (ServiceNow Incidents): Monitor, triage, and resolve incoming ServiceNow incidents related to: Software installations/uninstalls Licensing and access issues for enterprise systems Endpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates) Backup issues and antivirus installations iPhone/iPad/laptop provisioning and replacement Peripheral requests (chargers, jetpacks, headphones, etc.) Remotely connect to user devices via TeamViewer for problem resolution and software configuration. Coordinate with shipping teams and warehouses to fulfill hardware requests Maintain detailed documentation in ServiceNow and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution) Catalog Task Fulfillment (Service Requests): Complete ServiceNow catalog tasks such as: Installing and assigning licensed software (Adobe, ChemDraw, Office, etc.). Perform comprehensive triage on hardware requests before escalating to level 2 Supporting employee onboarding/offboarding by provisioning access VDI (Virtual Desktop Infrastructure) setup and access for contingent workers Managing leave of absence of requests via enabling and disabling account and device access. Ensure all requests are completed within defined SLAs and properly closed in ServiceNow with resolution notes Core Competencies Remote Troubleshooting: Efficiently resolve endpoint and application issues using remote access tools Service Delivery: Manages both incidents and catalog tasks in ServiceNow with accuracy and accountability Customer Focus: Provides empathetic, professional communication with end users. Documentation: Maintains complete, compliant records of support activities Collaboration: Coordinates with IT peers and vendors to ensure timely fulfillment Compliance: Maintain compliance with GxP , HIPAA , and SOX requirements in IT operations Adherence to IT SOP's, Work Instructions and Procedures Required Qualifications Trainee level Associate-level (1-2 years in an IT help desk or desktop support role) Mid-level (3-4 years in an IT help desk or desktop support role) Experience with ServiceNow, Microsoft Intune, Office 365 Applications, Quick Assist and TeamViewer Strong troubleshooting skills across Windows environments Experience supporting iOS devices Excellent verbal and written communication skills Best in class customer service mindset Ability to follow structured workflows, checklists, and documentation Highly organized with attention to detail Excellent remote problem-solving skills English language proficiency level of either: CEFR C1 / TOEIC 900+ / IELTS 7.0+ Preferred Qualifications Experience in biotech, pharmaceutical, or regulated industry environments. Familiarity with enterprise apps Workday , Concur , and Veeva Vault CompTIA A+, Network+, or Microsoft 365 Endpoint Administrator certification Work Environment Office-based in Tijuana, supporting hybrid teams across Office, Lab, R&D and Field environments Occasional after-hours support may be required for urgent incidents or critical deployments Ticket-based workload managed via ServiceNow and internal comms tools Team will be required to cover the following days / hours; Monday to Friday following core US holidays 05:00 to 18:00 PST Office-based 5 days a week