Service Desk Specialist

Service Desk Specialist

Raleigh, NC Office

The Service Desk Specialist will take on such duties as helping users resolve computer hardware and software issues, respond to inquiries, manage onboarding and offboarding IT tasks, maintain documentation, and assist with systems and application management, including infrastructure maintenance tasks and SaaS application management.  The role requires a balance of excellent customer service skills, technical knowledge and troubleshooting skills, and familiarity with creating and maintaining technical documentation, SOPs, and WPs.

Minimum Qualifications:

A Bachelor’s degree in Computer Science or a related discipline is preferred.  A minimum of 5 years of experience in Information Technology is required, and experience in the pharmaceutical industry is preferred. Experience in providing end user support for hardware, software, and IT services.   Excellent customer service, technical troubleshooting, complex problem solving, communication, and documentation skills are needed as well as the ability to work as a member of a team. Strong knowledge of operating systems including Microsoft Windows 10 and Mac OS.  Familiarity with Microsoft Office, Exchange email services, and other applications. Managing and prioritizing incoming support requests, project tasks, and documentation organization and management.  Familiarity with standard troubleshooting steps for hardware and software issues.

Principle Responsibilities:

Field incoming help requests via Service Desk tickets, phone calls, and in-person requests for home office and remote field-based employees.

Directly resolve technical issues as they are reported by performing troubleshooting steps and research.

Document issues by managing the Service Desk ticket queue, creating tickets for phone call and walk-in cases, and completing and closing tickets opened via email.

Manage hardware and software inventory, assist with obtaining quotes for hardware and software purchasing, and process claims against hardware warranty to repair equipment with defects, hardware failures, and accidental damage.

Escalate and manage advanced cases via managed services or vendors when required.

Perform system testing for new hardware and software, test software updates, document installation procedures, and train users on new applications and processes.

Create and maintain IT documentation including Working Practices, Standard Operating Procedures, and how-to guides.

Manage SaaS applications such as Mobile Device Management, Office 365, and Antivirus systems, including software update deployment, software distribution, and periodic review of system and endpoint health.

Participate as a team member to support company events such as product launches, large team meetings, and training functions.

Manage and complete project work to support and facilitate IT initiatives.

Work with Network Engineer on project tasks as required.

If you are interested in applying for an Open Position, please follow the directions below: 

  1. Submit your resume to

  2. In the subject line put the full job title of the position you are applying for (including city), your name and the date of your submission. Note that we will only consider applicants that specify the Open Position that they are applying for.

  3. Cover letters are optional.

We offer a Comprehensive Benefits package that includes:

  • Medical, Dental, and Vision Coverage
  • Domestic Partner Coverage
  • Life Insurance
  • Short-Term and Long-Term Disability
  • Flexible Spending Accounts (Healthcare and Dependent Care)
  • Employee Assistance Plan
  • 401(k)

Job Applicants should be aware of job offer scams that are committed though the use of the internet and social media platforms. All legitimate correspondence from a RedHill Biopharma employee will come from a “” or “” email address.