Information Technology Service Desk

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).

Catalog Task Fulfillment (Service Requests):

- 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.

Core Competencies:

- Remote Troubleshooting: Efficiently resolve endpoint and application issues using remote access tools

- Service Delivery: Manages both incidents and catalog tasks in ServiceNow 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:

- 2-3 years in an IT help desk or desktop support role.

- Experience with ServiceNow, Microsoft Intune, Office 365 Applications, Quick Assist and TeamViewer.

- 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 ServiceNow 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 - Mexican Holiday availability may be requested.

- Office based 4 days a week (Monday to Thursday) Hybrid role. Parking Space available.