Help Desk Support
hace 4 días
TheLevel 1 Remote Service Desk IT Support Technicianprovides first-line technical assistance for incidents and catalog tasks submitted throughServiceNow. 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 leveragesTeamViewerand Intuneto deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.#Incident Response (ServiceNow Incidents):Monitor, triage, and resolve incomingServiceNow incidentsrelated to:Software installations/uninstallsEndpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)Backup issues and antivirus installationsRemotely connect to user devices viaTeamViewerfor problem resolution and software configuration.Maintain detailed documentation inServiceNowand escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)CompleteServiceNow catalog taskssuch as:Installing and assigning licensed software (Adobe, ChemDraw, Office, etc.).Supporting employee onboarding/offboarding by provisioning accessVDI (Virtual Desktop Infrastructure) setup and access for contingent workersEnsure all requests are completed within defined SLAs and properly closed inServiceNowwith resolution notes#Service Delivery:Manages both incidents and catalog tasks in ServiceNow with accuracy and accountabilityMaintains complete, compliant records of support activitiesCollaboration:Coordinates with IT peers and vendors to ensure timely fulfillmentMaintain compliance withGxP,HIPAA, andSOXrequirements in IT operationsAdherence to IT SOP's, Work Instructions and ProceduresTrainee 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 devicesEnglish language proficiency level of either: Familiarity with enterprise appsWorkday,Concur, andVeeva VaultCompTIA A+, Network+, or Microsoft 365 Endpoint Administrator certification#Office-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 toolsMonday to Friday following core US holidays 05:00 to 18:00 PSTOffice-based 5 days a week
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Help desk support
hace 4 días
Tijuana, México ITJ A tiempo completoTheLevel 1 Remote Service Desk IT Support Technicianprovides first-line technical assistance for incidents and catalog tasks submitted throughService 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...
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Corporate Help Desk
hace 4 días
Tijuana, México ITJ A tiempo completoIT Help Desk Support (Levels: Trainee / Associate / Mid)About the RoleWe are looking forIT Help Desk Support Techniciansto join a growing IT Enablement team focused on delivering secure, efficient, and user-centered technology support. This role providesfirst-line IT assistanceand is ideal for professionals atTrainee, Associate, or Mid levelwho want to grow...
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Help Desk Support
hace 4 semanas
Tijuana, México ITJ A tiempo completoThe 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...
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Help Desk Support
hace 4 semanas
Tijuana, México ITJ A tiempo completoThe 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,...
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Corporate Help Desk
hace 3 semanas
Tijuana, México ITJ A tiempo completoIT 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...
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Corporate Help Desk
hace 3 semanas
Tijuana, México ITJ A tiempo completoIT 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...
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Corporate Help Desk
hace 3 semanas
Tijuana, México ITJ A tiempo completoIT 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...
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Corporate help desk
hace 4 días
Tijuana, México ITJ A tiempo completoIT Help Desk Support (Levels: Trainee / Associate / Mid)About the RoleWe are looking forIT Help Desk Support Techniciansto join a growing IT Enablement team focused on delivering secure, efficient, and user-centered technology support. This role providesfirst-line IT assistanceand is ideal for professionals atTrainee, Associate, or Mid levelwho want to grow...
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Corporate Help Desk
hace 3 semanas
Tijuana, México ITJ A tiempo completoIT Help Desk Support (Levels: Trainee / Associate / Mid) About the Role We 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...
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Corporate Help Desk
hace 3 semanas
Tijuana, México ITJ A tiempo completoIT Help Desk Support (Levels: Trainee / Associate / Mid) About the Role We 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...
