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).