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