Help Desk Analyst L1

ITJ; Tijuana; Híbrido; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

ITJ is seeking a Level 1 Remote Service Desk IT Support Technician to provide first-line assistance for incidents and catalog tasks via ServiceNow. The role focuses on troubleshooting software, licensing, endpoint issues, and access management, with remote support using TeamViewer and Intune in a regulated biotech environment.

Work is hybrid, with four days on-site per week (Mon-Thu). You will document thoroughly, meet SLAs, and coordinate with IT peers to ensure timely fulfillment for

Formación

• 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 CEFR C1 / TOEIC 900+ / IELTS 7.0+.
• Experience in biotech, pharmaceutical, or regulated industry environments.
• Familiarity with enterprise apps Workday, Concur, and Veeva Vault.
• Certifications: CompTIA A+, Network+, or Microsoft 365 Endpoint Administrator.

Responsabilidades

• Provide first-line IT support via ServiceNow incidents and catalog tasks.
• Triage and resolve incidents related to software, licensing, and endpoint issues.
• Remotely troubleshoot using TeamViewer and Intune to support devices.
• Coordinate with shipping/warehouses to fulfill hardware requests.
• Maintain detailed documentation in ServiceNow and escalate as needed to Tier 2.
• Ensure all requests meet defined SLAs and are closed with resolution notes.
• Support onboarding/offboarding by provisioning access.
• Assist with existing IT SOPs and regulatory compliance.

Conocimientos

Troubleshooting

Remote support

Documentation

Communication

English proficiency

Herramientas

ServiceNow

Intune

Office 365

Quick Assist

TeamViewer

Windows

iOS devices

Descripción del empleo

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.

What will you do?

• 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
• 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.
• 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
• 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

Office based 4 days a week (Monday to Thursday) Hybrid role.

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+
• 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