---
title: 'IT Service Desk Analyst at Real Chemistry'
canonical: 'https://feeny.ai/job/it-service-desk-analyst-real-chemistry-lambertville-yt38ezrq4dz5'
type: 'job'
last_seen: '2026-09-10'
---

# IT Service Desk Analyst at Real Chemistry

- **Company:** Real Chemistry
- **Location:** Lambertville, NJ / Water Street, NY
- **Posted:** 2026-08-25
- **Last confirmed live:** 2026-09-10
- **Apply:** https://job-boards.greenhouse.io/realchemistry/jobs/5396134008

## Job description

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](https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.greatplacetowork.com%2Fcertified-company%2F7038366&data=05%7C02%7Cclehmar%40realchemistry.com%7C1f18aaed4326491b3efc08ddd690f025%7C6fa5bfc4f95843f8bb395d382689654b%7C0%7C0%7C638902640185888156%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=pwvaCn37QXkjVQ0p6u92Oz4FA4j5NQZoNJL0ffy01qs%3D&reserved=0).

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](https://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.

*Notice: Real Chemistry and its affiliates' names are being misused by scammers through messaging services, fake websites, and apps. Do not share personal or financial information or make payments to any unverified sources claiming to be connected to Real Chemistry. We are working to stop these unauthorized activities and protect our community. Read more [here](https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.realchemistry.com%2Fscam-alert&data=05%7C02%7Cclehmar%40realchemistry.com%7C1f18aaed4326491b3efc08ddd690f025%7C6fa5bfc4f95843f8bb395d382689654b%7C0%7C0%7C638902640185967986%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=vBa1KYjD6TUHgTF3FdPRQZvM8E8WUgHZqu9yHevh1%2BI%3D&reserved=0).

## About Real Chemistry

## Company Overview
- **One-liner**: Real Chemistry is a global healthcare communications network that connects the world of science with world-class storytellers to help life-changing medicines and therapies reach their full market potential.
- **Entity Type**: Private
- **Headquarters**: New York, USA (with major hubs in Atlanta, Boston, Chicago, Dubai, Edinburgh, Indianapolis, Lambertville, London, Los Angeles, Manchester, Munich, San Francisco, Toronto, and Washington, D.C.)
- **Founded**: 1999 (25+ years in operation)
- **Founders**: Jim Weiss

## Core Business
- **Primary industry/industries**: Healthcare communications, marketing, medical affairs, data & analytics, and digital transformation services for the life sciences industry.
- **Target customers**: B2B, primarily pharmaceutical and biotechnology companies (0 of the top 20 pharma companies work with them).
- **Mission or purpose statement**: To help life-changing medicines and therapies reach their full market potential by translating complex science into sharable narratives and results.

## Products & Services
- **Analytics & Insights**: Best-in-class data and analytics accessible to every capability and client, including AI-integrated solutions (used since Watson).
- **Creative Effectiveness**: Breakthrough creative that moves audiences to act, ranked No. 2 Most Creative Healthcare Network in the world per Cannes in 2025.
- **Medical Affairs**: Hundreds of PhDs, MDs, and PharmDs providing deep expertise across therapeutic areas.
- **Omnichannel Marketing**: Integrated, multi-channel campaigns for pharmaceutical brands.
- **Precision Medicine Strategies**: Tailored approaches for bringing molecules to market.
- **Global Inclusion and Health Equity**: Specialized services for equitable healthcare access.
- **Regulatory Compliant AI**: AI solutions designed for the highly regulated healthcare environment.
- **Advocacy Relations**: Patient and stakeholder advocacy programs.
- **Trial Site Selection and Recruitment Acceleration**: Services to speed up clinical trials.
- **RepAction**: A proprietary offering (likely a reputation management or action-oriented platform).

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company).
- **Key Metric**: Revenue not publicly disclosed; company states that clients who worked with Real Chemistry experienced double the rate of growth compared to those who did not.
- **Notable Investors/Partners**: Not publicly available (private company). CEO Shankar Narayanan previously held senior roles at McKinsey & Company, Cognizant, and Equian.
- **Growth Signals**:
  - Named **Healthcare Network of the Year by MM+M** in 2025.
  - Ranked **No. 2 Most Creative Healthcare Network in the world** per Cannes in 2025; won the first-ever Gold Lion awarded for a branded pharmaceutical product.
  - **Great Place To Work® certified for 5 consecutive years** in the US & UK.
  - Works with **56 of the top 100 pharmaceutical brands** by revenue (since 2023).
  - Global presence with offices in **20+ countries** and **30+ languages spoken** across the network.

## Competitive Advantages
- **Integrated, full-service network**: Combines medical expertise, AI, marketing, creative, and data analytics under one roof—unlike many specialized agencies.
- **Deep regulatory expertise**: Proven ability to navigate the highly regulated pharmaceutical environment, including regulatory-compliant AI.
- **Top-tier talent**: Hundreds of advanced-degree professionals (PhDs, MDs, PharmDs) and a network of thousands of in-house experts.
- **Proven ROI**: Clients see double the growth rate compared to non-clients, per their internal data.
- **Award-winning creative**: Ranked among the world’s most creative healthcare networks, bridging the gap between science and brand storytelling.

## Strategic Focus
- **AI integration**: Embedding AI across all capabilities, with a history of using AI since the Watson era.
- **Global expansion**: Maintaining a "local mindset" with offices and partner networks spanning the globe.
- **Tier-one commercialization partner**: Aiming to be the go-to partner for bringing molecules to market efficiently.
- **Transforming healthcare**: Driven by CEO Shankar Narayanan’s mission to transform healthcare "from what it is into what it should be."

## Why Work Here
- **Culture & Values**: Employees cite "Best Together," "Impact Obsessed," "Excellence Expected," "Evolve, Always," and "Accountability with an 'I'" as core values. The company emphasizes diversity, inclusion, and collaboration.
- **Work Model**: Hybrid and Regional Teams (HART) approach—employees within a 1-hour commute of an office are encouraged to go in at least two days per week; regional teams connect quarterly for collaboration.
- **Benefits** (US Employees):
  - Flexible PTO, paid safe/sick leave, and winter break closure (Dec 25–New Year’s Day).
  - Health & wellness coverage (medical, dental, vision), mental healthcare, and a "lifestyle & wellness wallet."
  - Generous, gender-neutral parental leave, fertility/surrogacy/adoption support, and family-backup care.
  - Student loan support (up to $500/year).
  - Access to LinkedIn Learning with 13,000+ courses.
  - "Road Rules" program: employees can apply for exclusive training opportunities at another global office.
- **Recognition**: Great Place To Work® certified for 5 years running (US & UK).
- **Growth & Development**: Continuous learning culture with self-paced programs and mentorship opportunities.
- **Internships**: Summer internship program for students from US universities.

## Sources
1. [realchemistry.com](https://www.realchemistry.com/)
2. [realchemistry.com - About/Who We Are](https://www.realchemistry.com/about/who-we-are/)
3. [realchemistry.com - Careers/Working at RC](https://www.realchemistry.com/careers/working-at-rc/)
4. [realchemistry.com - Our Expertise](https://www.realchemistry.com/what-we-do/expertise/)
5. [Greenhouse - Jobs at Real Chemistry](http://job-boards.greenhouse.io/realchemistry)

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