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 Service Now. 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 Team Viewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.Key ResponsibilitiesIncident Response (Service Now Incidents):Monitor, triage, and resolve incoming Service Now 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 installationsi Phone/i Pad/laptop provisioning and replacementPeripheral requests (chargers, jetpacks, headphones, etc.)Remotely connect to user devices via Team Viewer for problem resolution and software configuration.Coordinate with shipping teams and warehouses to fulfill hardware requestsMaintain detailed documentation in Service Now and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)Catalog Task Fulfillment (Service Requests):Complete Service Now catalog tasks such as:Installing and assigning licensed software (Adobe, Chem Draw, 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 Service Now with resolution notesCore CompetenciesRemote Troubleshooting: Efficiently resolve endpoint and application issues using remote access toolsService Delivery: Manages both incidents and catalog tasks in Service Now 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 Gx P, 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 Service Now, Microsoft Intune, Office 365 Applications, Quick Assist and Team ViewerStrong troubleshooting skills across Windows environmentsExperience supporting i OS 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 VaultComp TIA A+, Network+, or Microsoft 365 Endpoint Administrator certificationWork EnvironmentOffice-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 Service Now 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