IT Service Desk Analyst

At Real Chemistry, making the world a healthier place isn’t just an aspiration-it’s our everyday reality. Our drive to transform healthcare is informed by our blend of deep scientific expertise, human-centred creativity, and AI-driven insights, fostering a unique environment where innovation thrives and our people are impact-obsessed. As a global agency, we provide a full suite of services across healthcare communications and marketing to our clients, including top players in the pharmaceutical and biotech industries.

Our #LifeatRealChem culture is rooted in our people-we believe we are best together and are committed to excellence for both our clients and colleagues. Whether you're a seasoned professional or just starting your career, if you share our passion for healthcare and connection, we invite you to explore our opportunities.

Discover your purpose. Embrace innovation. Experience #LifeatRealChem.

TITLE: IT Service Desk Analyst

Real Chemistry is looking for driven, savvy game changers who are ready to dive into the trenches and make an immediate impact! We are currently seeking a Service Desk Analyst based between our New Jersey office and New York office, who has an enthusiasm to learn and embrace a career in Information Technology for a global company.  

The role will be working closely with the IT Team and Team Lead for your given region and follow directions from our IT leadership team globally. 

ROLE-SPECIFIC REQUIREMENTS

• This role will be on site between our New Jersey and New York Offices.
• Experience working on-site within an IT Team ranging from Junior staff to Senior and working with all levels of staff and leadership.
• On-site IT/Desk Side Support
• Expected to help globally with all IT support when able to, including remote support.
• Able to work well under pressure and deal with all angles of support at all levels, for example, walk ups, service desk, chat, and phone, including meeting rooms setups for internal and client meetings along with town halls and company events.

JOB RESPONSIBILITIES

• Maintain ticketing and inventory systems that support end users. 
• Help, guide and train our staff and end user base.
• Support and enforce security, policies, and procedures. 
• Support and follow our IT Asset Management processes and procedures. 
• Onboarding and offboarding end users along with onboarding training as required. 
• Maintain knowledge of current technology, equipment, services, and standards for IT.  
• Respond to telephone calls, emails, support tickets, or in-person requests for technical support. 
• Help with technical support to the Real Chemistry end users, including all levels within reasonable working times and days based on the needs of the worldwide offices. 
• Remote and onsite support for technologies and computer systems. 
• Based in a company office to interact with upper-level management on an in-person as well as be present to answer all IT department requests from IT staff/Direction of IT leadership. 
• Ability to set up and support conference rooms using apps and technology such as Zoom Rooms, Microsoft Teams Rooms, Logitech Meet Up, etc. 

This position is a perfect fit for you if:  

• Our Company values - Best Together, Impact-Obsessed, Excellence Expected, Evolve Always and Accountability with an “I” - really speak to you. 
• You are adaptable, resilient, and OK with adjusting your scope, responsibilities, and focus as we grow. When things change, so do we. We’re always evolving. 
• You are proactive, driven, and resourceful with strong prioritization skills and a desire to dive into the data. 
• You are highly organized self-starter, able to work independently and under tight deadlines. 

REQUIRED SKILLS AND QUALIFICATIONS

• 3-5 years’ experience in a Service Desk role. 
• Completed an IT practitioners’ course/certifications or equivalent / proven track record and experience. 
• Comfortable with AI technology such as Microsoft Co-Pilot / Co-Work.
• 1st and 2nd line support for the business. 
• Good technical knowledge that accompanies excellent customer service. 
• Ability to communicate technical concepts to technical and non-technical audiences. 
• Able to work well under pressure and deal with all angles of support at all levels (Examples: walk-ups, service desk, chat, and phone). 
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Has a wide range of experience and applies to sound judgement to resolve complex issues in creative and effective ways.  
• Ability to manage multiple concurrent issues. 
• Manage, maintain, and add to our evolving KB’s/Solutions 
• Demonstrated aptitude for learning new technologies. 
• Team Player and able to work on your own initiative. 
• Experience in the following technologies/products: 
  • Apple MAC OSX for all versions. 
  • Windows 11 operating systems. 
  • iOS-based devices. 
  • Android based devices. 
  • Microsoft Azure / Intune. 
  • Microsoft Office 365 technologies. 
  • Box, Dropbox, Google Drive, Microsoft OneDrive. 
  • Conference rooms are set up using Microsoft Teams, and other technologies. 
  • Experience working on a global service desk. 
  • Prioritization of work. 
  • IT Asset Management Systems. 
  • Experience deploying and supporting iOS devices and Android devices. 
  • Experience supporting and using helpdesk/service desk systems such as Freshservice, Service Now. 

Advantageous: 

• CompTIA A+, N+, S+ 
• Microsoft MD100, 101, 102 
• Microsoft Azure Fundamentals AZ-900 
• JAMF 100, 200, 300 

Pay Range: $65,000 - $75,000 

This is the pay range the Company believes it will pay for this position at the time of this posting.  Consistent with applicable law, compensation will be determined based on job-related, non-discriminatory factors including but not limited to work experience, skills, certifications, and geographical location. The Company reserves the right to modify this pay range at any time.  

Real Chemistry is proud to be Great Place to Work® certified; check out what our people shared about our culture and workplace on our Great Places to Work Profile here.

We believe we can do our best when feeling our best, which is why we’ve put together a benefits program designed to give you the support you and your family need at every stage of life. Real Chemistry offers a comprehensive benefit program and perks, tailored to your region. Globally, this includes offices in our key markets with free snacks to keep you running all day long, generous holiday and paid time off, options for private medical, dental, and vison plans, and support in saving for the future. Other perks include mental wellness coaching and support and access to more than 13,000 online classes with LinkedIn Learning.  Learn more about our great benefits and perks and search specific offerings in your region at:  www.realchemistrybenefits.com.

At Real Chemistry, we believe we're at our best when we're connected. Our Real Hybrid and Regional Teams (Real HART) approach is designed to foster collaboration, learning, innovation, and meaningful relationships while providing flexibility where appropriate. Because our workforce spans multiple countries, regions, and client needs, work arrangements may vary by role and location. Some positions offer hybrid or remote flexibility, while others require regular in-office presence. For example, certain teams and regions, including some of our UK operations, have office-based requirements. Your recruiter will discuss the specific expectations for the role you're pursuing during the interview process and keep you informed throughout the hiring journey. For employees located within a one-hour commute of a Real Chemistry office, we require in-person attendance two days per week, either from a Real Chemistry office or when working onsite with clients. Employees in regions without a nearby office may work remotely and come together throughout the year for collaboration, culture-building, learning, and team connection opportunities. While these guidelines reflect our current workplace model, we understand that everyone’s circumstances are unique. If you require additional flexibility, we welcome an open conversation with your recruiter and our HR team to discuss your needs and determine what may be possible.

Real Chemistry is an Equal Opportunity employer. We continually strive to build and sustain an inclusive and equitable work environment where our employees feel empowered to leverage all they bring from their personal lived experience and professional expertise, to make our team the best in the industry. We encourage motivated and qualified applicants to apply without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity/expression, ethnic or national origin, age, physical or mental disability, genetic information, marital information, or any other characteristic protected by federal, state, or local employment discrimination laws where Real Chemistry operates. Should you require accommodations throughout the interview process please let your recruiter know.

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