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 Servi
📌 Help Desk Analyst (Tijuana)
🏢 ITJ
📍 Tijuana