Help Desk Support -IT

The Level 1 Remote Service Desk IT Support Technician provides first-line technical assistance for incidents and catalog tasks submitted through Service Now. This role supports both day-to-day troubleshooting (e.g., software, access, and endpoint issues) and fulfillment requests (e.g., license assignments and access group management).  Working remotely, the technician leverages Team Viewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.
Incident Response (Service Now Incidents):
Monitor, triage, and resolve incoming Service Now incidents related to:
Software installations/uninstalls
Endpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)
Backup issues and antivirus installations
Remotely connect to user devices via Team Viewer for problem resolution and software configuration.
Maintain detailed documentation in Service Now and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)
Complete Service Now catalog tasks such as:
Installing and assigning licensed software (Adobe, Chem Draw, Office, etc.).
Supporting employee onboarding/offboarding by provisioning access
VDI (Virtual Desktop Infrastructure) setup and access for contingent workers
Ensure all requests are completed within defined SLAs and properly closed in Service Now with resolution notes
Service Delivery:
Manages both incidents and catalog tasks in Service Now with accuracy and accountability
Maintains complete, compliant records of support activities

Collaboration:

Coordinates with IT peers and vendors to ensure timely fulfillment
Maintain compliance with GxP, HIPAA, and SOX requirements in IT operations
Adherence to IT SOP's, Work Instructions and Procedures
Trainee level
Associate-level (1-2 years in an IT help desk or desktop support role)
Mid-level (3-4 years in an IT help desk or desktop support role)

Experience with Service Now, Microsoft Intune, Office 365 Applications, Quick Assist and Team Viewer
Strong troubleshooting skills across Windows environments
Experience supporting iOS devices
English language proficiency level of either:
Familiarity with enterprise apps Workday, Concur, and Veeva Vault
CompTIA A+, Network+, or Microsoft 365 Endpoint Administrator certification
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 Service Now and internal comms tools
Monday to Friday following core US holidays 05:00 to 18:00 PST
Office-based 5 days a week