About the job
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.
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.
What will you do?
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
Qualifications
- 3-5 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+