It service desk engineer - it field supportare 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 responsibilitiesincident 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 notescore 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 proceduresrequired 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 certificationwork 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).