IT Helpdesk Support - Veeva


Philadelphia Area - Radnor, PA, PA, US


The purpose of Idorsia is to discover, develop and bring more, innovative medicines to patients. We have more ideas; we see more opportunities and we want to help more patients.  In order to achieve this, we will develop Idorsia into a leading biopharmaceutical company, with a strong scientific core.


Headquartered near Basel, Switzerland, the US Commercial Operations & Clinical Development teams are based near Philadelphia, Pennsylvania.  Idorsia is committed to meet the changing needs of healthcare professionals, patients and their families.  The core of what we do is to bring creative solutions to the market based on our science and data.


The IT Helpdesk Support role is a key role in the day to day deliverables of our organization.  From new employee impressions to critical daily communications on a global and local basis, the IT Helpdesk Support Technician partners with every employee and external vendors to ensure there is little to no disruption.  The technical know-how and capabilitity is only surpassed by the collaboration, urgency & proactive behaviors the successful candidate will possess. 


This position will support a US based employee group and will be required to have onsite presence in our Radnor, PA site primarily.  Idorsia also has a Cherry Hill, NJ site and presence at this location may be requested from time to time.  While Idorsia enjoys a flexible work site/home site work arrangement, this position will need to have onsite presence.


Key Responsibilities:


  • Act as IT Level 1 & 2 on-site supporter for Idorsia users in Radnor, PA and Cherry Hill, NJ
  • Act as IT Level 1 & 2 supporter for Idorsia remote users (including Sales Reps)
  • Ensure tickets are updated at all times until issues are resolved
  • Escalate unresolved incidents/service requests within agreed timelines
  • Investigate and troubleshoot IT problems, diagnosing and solving hardware or software faults
  • Deploy, manage and support Idorsia endpoints such as Windows laptops, Apple iPads/iPhones
  • Support the roll-out of new and updated applications
  • Provide support for Meeting Rooms and Conferencing solutions based on Microsoft Teams
  • Manage and support local and network printers
  • Perform IT onboarding for new users
  • Provide IT training for Idorsia users
  • Perform IT asset management, including receipt, shipping, warranty and decommissioning
  • Ensures that proper Onsite support documentation is complete and up to date




  • High School Diploma/GED required.  Bachelor’s degree in an IT field preferred.
  • 10 years of professional IT experience, with some or all preferably in the pharmaceutical industry (will consider candidates with a Bachelor degree at 5 years of experience)
  • Onsite and remote support, including field sales required
  • Hardware experience, ie laptop set up, and troubleshooting
  • Experience supporting Veeva CRM users required
  • Experience with ServiceNow or a similar ticketing system (ITSM tool) required
  • Extensive knowledge of Microsoft Windows 10 and Apple iOS/iPadOS required
  • Microsoft Active Directory, SCCM and InTune experience a plus.
  • Very good interpersonal skills: team player, highly self-motivated, autonomous, proactive, user oriented, open to change, ability to work in a dynamic team
  • Strong customer focus
  • Strong writing / documentation / communication skills for technical and non-technical audience
  • Strong analysis and problem-solving skills
  • Understanding of the pharmaceutical regulations within GxP environments is a plus
  • Knowledge of current IT Service Management processes (ITIL v3) is a plus
  • Fluent in English (written and spoken), French and/or German is a plus


At Idorsia, we harness the power of difference, authenticity and inclusion to achieve business success. We are committed to fostering respect, fairness and equal opportunities for all job applicants and all our employees.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against based on disability.


Please be informed that if you are selected for this position, your employment will be subject to a pre-employment background screening process, of which you will be informed in greater detail in due course.


Idorsia operates a strictly controlled list of preferred recruitment partners. For those partners who have no valid, signed Master Service Agreement in place with Idorsia, please note that all unsolicited resumes, CVs, anonymous profiles, or any other candidate details submitted through our website or to personal e-mail accounts of employees of Idorsia Pharmaceuticals (including any of its subsidiaries, affiliates or related companies) are considered the property of Idorsia Pharmaceuticals and are not subject to payment of any form of introduction, placement or referral fees.

Nearest Major Market: Philadelphia