Help Desk Analyst (Level 1) – Remote/Hybrid

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 and on‑site four days a week, you will use tools such as TeamViewer and Microsoft Intune to deliver fast, customer‑focused support in a regulated biotech environment.

Key responsibilities

• Monitor, triage and resolve ServiceNow incidents related to software installations, licensing, endpoint troubleshooting, security agents, backups, and device provisioning.
• Remotely connect to user devices via TeamViewer to resolve problems and configure software.
• Coordinate hardware requests with shipping teams and warehouses.
• Maintain detailed documentation in ServiceNow and escalate complex cases to Tier 2 or System Administrators.
• Complete ServiceNow catalog tasks such as software licensing, VDI setup, and onboarding/offboarding access management.
• Ensure all requests meet defined SLAs and are properly closed with resolution notes.

Required profile

• 2‑3 years of experience in an IT help‑desk or desktop‑support role.
• Strong verbal and written communication skills in English.
• Customer‑service mindset with the ability to follow structured workflows and documentation.
• Highly organized with attention to detail.

Required skills

• ServiceNow incident and catalog task management.
• Microsoft Intune and Office 365 administration.
• Remote support tools: TeamViewer, Quick Assist.
• Windows operating system troubleshooting.
• iOS device support and provisioning.
• VDI (Virtual Desktop Infrastructure) configuration.