Remote ServiceNow Help Desk Analyst - Level 1

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

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