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 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 replacementPeripheral 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 requestsMaintain 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 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 Procedures Required QualificationsTrainee 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 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 certification Work 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 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