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 escalate complex incidents to Tier 2 or System Admins – 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
📌 Help Desk Analyst (Tijuana)
🏢 ITJ
📍 Tijuana