IT Service Desk Engineer.
In this role, you will be responsible fo r initial triage and first-contact resoluti on 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.

📌 Remote It Service Desk Support (Baja California)
🏢 ITJ
📍 Baja California