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 as
📌 Information Technology Service Desk (Tijuana)
🏢 ITJ
📍 Tijuana
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