Information Technology Service Desk

IT Service Desk Engineer.

In this role, you will be responsible fo r initial triage and first-contact resoluti on 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.