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We've Helped 120k+ Pros - No scams, just real opportunities. AI-powered job search.100% verified client service jobs . Get...Corporate Help DeskIT Help Desk Support (Levels: Trainee / Associate / Mid)About the RoleWe are looking for IT Help Desk Support Technicians to join a growing IT Enablement team focused on delivering secure, efficient, and user-centered technology support. This role provides first-line IT assistance and is ideal for professionals at Trainee, Associate, or Mid level who want to grow within a structured and collaborative IT environment.ResponsibilitiesProvide first-level support for IT incidents and service requests through ServiceNow.Troubleshoot software, access, endpoint, and basic security issues.Perform software installations and license assignments.Support onboarding and offboarding processes.Use remote tools such as TeamViewer and Microsoft Intune to assist users.Document resolutions accurately and escalate complex issues when required.Follow IT procedures, SLAs, and compliance standards.Required Skills & QualificationsExperience in IT Support or Help Desk (level-dependent).Knowledge of Windows environments and Office 365 applications.Familiarity with ServiceNow or similar ticketing tools.Experience with remote support tools.Strong customer service and communication skills.Good organization and attention to detail.Advanced English proficiency (C1 or equivalent).Nice to HaveExperience in regulated environments.Basic knowledge of iOS device support.IT certifications (CompTIA, Microsoft).Office-based role in Tijuana (5 days on-site).Monday to Friday schedule aligned with US business hours.Ticket-based workload with occasional after-hours support.Benefits at ITJ20 days Christmas bonus12 days of vacation (first year)8% savings fund | 11% food couponsMedical, dental, vision, and life insuranceGym bonus supportEducation reimbursement (up to MXN 54,000/year)30% vacation bonusWork at Home bonus (MXN 5,000)Information Technology Help Desk SupportThe 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 ResponsibilitiesIncident Response (ServiceNow Incidents):Monitor, triage, and resolve incoming ServiceNow incidents related to:Software installations/uninstallsLicensing and access issues for enterprise systemsEndpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)Backup issues and antivirus installationsiPhone/iPad/laptop provisioning and replacementRemotely connect to user devices via TeamViewer for problem resolution and software configuration.Coordinate with shipping teams and warehouses to fulfill hardware requestsMaintain detailed documentation in ServiceNow and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)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 2Supporting employee onboarding/offboarding by provisioning accessVDI (Virtual Desktop Infrastructure) setup and access for contingent workersManaging 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 notesCore CompetenciesRemote Troubleshooting: Efficiently resolve endpoint and application issues using remote access toolsService Delivery: Manages both incidents and catalog tasks in ServiceNow with accuracy and accountabilityCustomer Focus: Provides empathetic, professional communication with end users.Documentation: Maintains complete, compliant records of support activitiesCollaboration: Coordinates with IT peers and vendors to ensure timely fulfillmentCompliance: Maintain compliance with GxP, HIPAA, and SOX requirements in IT operationsAdherence to IT SOP’s, Work Instructions and ProceduresRequired QualificationsTrainee levelAssociate-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 TeamViewerStrong troubleshooting skills across Windows environmentsExperience supporting iOS devicesExcellent verbal and written communication skillsBest in class customer service mindsetAbility to follow structured workflows, checklists, and documentationHighly organized with attention to detailExcellent remote problem-solving skillsEnglish language proficiency level of either: CEFR C1 / TOEIC 900+ / IELTS 7.0+Preferred QualificationsExperience in biotech, pharmaceutical, or regulated industry environments.Familiarity with enterprise apps Workday, Concur, and Veeva VaultCompTIA A+, Network+, or Microsoft 365 Endpoint Administrator certificationOffice-based in Tijuana, supporting hybrid teams across Office, Lab, R&D and Field environmentsOccasional after-hours support may be required for urgent incidents or critical deploymentsTicket-based workload managed via ServiceNow and internal comms toolsTeam will be required to cover the following days / hours; Monday to Friday following core US holidays 05:00 to 18:00 PSTOffice-based 5 days a week #J-18808-Ljbffr