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