About the job

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, 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.

What will you do?

- 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 esc ... 50% FCR (First Call Resolution.
- 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
- 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

Office based 4 days a week (Monday to Thursday) Hybrid role.

Qualifications

- 2-3 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+
- 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

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📌 Help Desk Analyst (Tijuana)
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