Information Technology Service Desk
Core
Level 1 IT Service Desk Engineer providing first-line technical support, incident triage, and catalog task fulfillment for employees in a regulated biotech environment.
Role type
Level 1 Service Desk Technician
Builds
IT support services for employees (software, access, endpoints, hardware provisioning)
Domain
Biotechnology / IT Operations
Required skills
Incident triage, remote troubleshooting, ServiceNow administration, Microsoft Intune, Windows environment support, iOS device support, hardware provisioning, SLA management, GxP/HIPAA/SOX compliance adherence
Preferred skills
Biotech/pharmaceutical industry experience, Workday/Concur/Veeva Vault familiarity, CompTIA A+/Network+ certification
Technologies
ServiceNow, Microsoft Intune, TeamViewer, Quick Assist, Office 365, Windows, iOS
Responsibilities
Monitor and resolve ServiceNow incidents (software, licensing, endpoints, backups, antivirus); Fulfill catalog tasks (software installation, hardware requests, access provisioning); Perform remote troubleshooting via TeamViewer; Coordinate hardware fulfillment with shipping teams; Manage onboarding/offboarding and leave of absence requests; Maintain documentation and escalate complex issues.
Seniority
Mid-level, hands-on IC
