Information Technology Service Desk

IT Service Desk Engineer - IT Field Support Are you ready to join a rapidly expanding IT Field Support with a clear and ambitious vision: to empower people through secure, seamless technology ? 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. 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), with strong focus on supporting iPads, iPhones and mobile devices, and business-critical applications in a managed enterprise environment. Working remotely, the technician leverages TeamViewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment. The role requires hands-on experience providing remote configuration, troubleshooting, provisioning, and lifecycle support for iOS mobile devices and enterprise applications . 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 Android tablets or iPads/iPhones troubleshooting, configuration, application deployment, and MDM (Mobile Device Management) or JAMF management Android or iOS application support including installation, permissions, profile management, and enterprise applications configuration, specifically in iPads/iPhones or Tablets. 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.). Managing enterprise applications or custom-built corporate applications on iOS mobile devices and other managed devices 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 1-3 years in an IT help desk or desktop support role Hands-on experience providing IT support for Android OR iOS mobile devices in a managed corporate environment. Experience managing applications on Android tablets OR iPads/iPhones via Microsoft Intune or other MDM platforms. Experience with ServiceNow, Microsoft Intune, Office 365 Applications, Quick Assist and TeamViewer. Strong troubleshooting skills. Experience providing hands-on support for custom-built applications deployed on Android tablets OR iPads. 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 8 AM - 5 PM or 9 AM -6 PM PST Tijuana-based candidates: Hybrid work model (2–3 days per week onsite).

Creado: Jue, 01 de Ene de 1970