Senior IT Service Desk Analyst
Acadia Pharmaceuticals
June 26, 2026
Remote friendly (Princeton, NJ)
United States
IT
Position Summary
The Sr. IT Service Desk Analyst provides advanced technical support and supports day-to-day help/service desk operations, resolving complex issues and delivering high-quality support to clients across office locations, home offices, offsite facilities, and the mobile workforce.
Primary Responsibilities
- Serve as primary point of contact for day-to-day inquiries; troubleshoot and resolve executive technology needs.
- Support service desk operations by following processes/procedures and providing customer-focused support.
- Record, track, and analyze SLAs and queue/workflow metrics (KPIs); provide input on trends and performance.
- Handle escalations; act as a senior technical resource to other internal IT teams.
- Assist with asset management (inventory, software license tracking, backup/imaging/restore tracking).
- Document support activities in ITSM; create/update knowledge articles and technical documentation.
- Troubleshoot hardware/software issues; perform RCAs and communicate status/resolutions.
- Administer Active Directory, Microsoft 365, RMM, Adobe, and other management portals (provisioning, access, password resets).
- Fulfill procurement requests for IT hardware/software and mobile devices.
- Support IT projects/events/initiatives (setup and remote/on-site support).
- Develop/update training materials and provide peer guidance.
- Perform other responsibilities as assigned.
Education/Experience/Skills (Qualifications)
- Bachelor’s degree preferred; 3–5 years progressive experience in a regulated IT enterprise environment (ITIL and GxP preferred).
- Advanced Windows, command-line, and scripting (PowerShell, VB); strong Office 365 and endpoint management.
- Proven RCA/root cause and complex issue troubleshooting skills.
- Strong communication, organization, customer service, analytics/reporting, and ability to prioritize.
- Proficient with desktop/laptop, SaaS, virtual environments, RMM/MDM, networking/wireless/encryption; telephony/VOIP; peripherals (printers/MFPs); AV support.
- Experience with ConnectWise Automate, Box, O365 admin, ServiceNow, ADUC/GPOs, endpoint management security, and communication tools.
- Travel domestically/internationally as needed.
What we offer (US-based Employees)
- Competitive base plus discretionary bonus and equity; medical/dental/vision; employer-paid life/disability/business travel/EAP; 401(k) match; ESPP; 15+ vacation days; 13–15 paid holidays; 10 paid sick days; paid parental leave; tuition assistance.
Application Instructions
- Contact talentacquisition@acadia-pharm.com or 858-261-2923 for reasonable accommodation requests.
The Sr. IT Service Desk Analyst provides advanced technical support and supports day-to-day help/service desk operations, resolving complex issues and delivering high-quality support to clients across office locations, home offices, offsite facilities, and the mobile workforce.
Primary Responsibilities
- Serve as primary point of contact for day-to-day inquiries; troubleshoot and resolve executive technology needs.
- Support service desk operations by following processes/procedures and providing customer-focused support.
- Record, track, and analyze SLAs and queue/workflow metrics (KPIs); provide input on trends and performance.
- Handle escalations; act as a senior technical resource to other internal IT teams.
- Assist with asset management (inventory, software license tracking, backup/imaging/restore tracking).
- Document support activities in ITSM; create/update knowledge articles and technical documentation.
- Troubleshoot hardware/software issues; perform RCAs and communicate status/resolutions.
- Administer Active Directory, Microsoft 365, RMM, Adobe, and other management portals (provisioning, access, password resets).
- Fulfill procurement requests for IT hardware/software and mobile devices.
- Support IT projects/events/initiatives (setup and remote/on-site support).
- Develop/update training materials and provide peer guidance.
- Perform other responsibilities as assigned.
Education/Experience/Skills (Qualifications)
- Bachelor’s degree preferred; 3–5 years progressive experience in a regulated IT enterprise environment (ITIL and GxP preferred).
- Advanced Windows, command-line, and scripting (PowerShell, VB); strong Office 365 and endpoint management.
- Proven RCA/root cause and complex issue troubleshooting skills.
- Strong communication, organization, customer service, analytics/reporting, and ability to prioritize.
- Proficient with desktop/laptop, SaaS, virtual environments, RMM/MDM, networking/wireless/encryption; telephony/VOIP; peripherals (printers/MFPs); AV support.
- Experience with ConnectWise Automate, Box, O365 admin, ServiceNow, ADUC/GPOs, endpoint management security, and communication tools.
- Travel domestically/internationally as needed.
What we offer (US-based Employees)
- Competitive base plus discretionary bonus and equity; medical/dental/vision; employer-paid life/disability/business travel/EAP; 401(k) match; ESPP; 15+ vacation days; 13–15 paid holidays; 10 paid sick days; paid parental leave; tuition assistance.
Application Instructions
- Contact talentacquisition@acadia-pharm.com or 858-261-2923 for reasonable accommodation requests.