Help Desk Specialist – Remote IT Support

About the role

The Level 1 Remote Service Desk IT Support Technician provides first‑line technical assistance for incidents and catalog tasks submitted through ServiceNow. Working remotely, you will use TeamViewer and Microsoft Intune to resolve software, access and endpoint issues while supporting a regulated biotech environment.

Key responsibilities

• Monitor, triage and resolve ServiceNow incidents related to software installations, licensing, endpoint troubleshooting, security agents, backups and peripheral requests.
• Connect remotely to user devices via TeamViewer to perform problem resolution and software configuration.
• Maintain detailed documentation in ServiceNow and escalate complex cases to Tier 2 or System Administrators.
• Fulfill ServiceNow catalog tasks such as installing licensed software (Adobe, ChemDraw, Office), provisioning access for onboarding/off‑boarding, and configuring VDI for contingent workers.
• Ensure all requests meet defined SLAs and are closed with proper resolution notes.

Required profile

• 2‑3 years of experience in an IT help‑desk or desktop‑support role.
• Proficiency with ServiceNow, Microsoft Intune, Office 365, Quick Assist and TeamViewer.
• Strong troubleshooting skills across Windows operating systems, software licensing and hardware peripherals.

Required skills

• ServiceNow incident and request management
• Microsoft Intune device management
• Office 365 applications
• TeamViewer remote access
• Quick Assist remote support
• Windows OS troubleshooting
• VDI provisioning
• Software licensing (Adobe, ChemDraw, Microsoft Office)

What we offer

• 100 % payroll scheme
• 20 days Christmas bonus
• 12 days vacation in the first year
• 8 % capped saving fund
• 11 % capped food coupons
• Employer‑paid medical, dental, vision and life insurance
• Gym bonus support
• Education reimbursement up to MXN 54,000 per year
• 30 % vacation bonus
• 10 days paternity leave
• Work‑from‑home equipment bonus (MXN 5,000 one‑time)