Information Technology Help Desk Support

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.

Key Responsibilities

Incident Response (Service Now Incidents):

- Monitor, triage, and resolve incoming Service Now 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 Team Viewer for problem resolution and software configuration.
- Coordinate with shipping teams and warehouses to fulfill hardware requests
- Maintain detailed documentation in Service Now and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)

Catalog Task Fulfillment (Service Requests):

- Complete Service Now catalog tasks such as:
- Installing and assigning licensed software (Adobe, Chem Draw, 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 Service Now 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 Service Now 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

- 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
- 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 Service Now 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
- Office-based 5 days a week