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