it service desk engineer.

in this role, you will be responsible for initial triage and first-contact resolution for all it inquiries, helping ensure our employees receive fast, high-quality support. Delivering an exceptional employee experience is central to who we are, and fostering a sense of belonging is core to our team's values.

if you are energized by the opportunity to work with a collaborative, forward-thinking group of it professionals—and you are passionate about enabling others through technology—we invite you to apply.

position summary:

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.

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:

- 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+

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 - mexican holiday availability may be requested.
- office based 4 days a week (monday to thursday) hybrid role. Parking space available.

📌 Information technology service desk (Mexicali)
🏢 ITJ
📍 Mexicali