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 contributes to effective day-to-day help/service desk operations across office locations, home offices, offsite facilities, and mobile workforce.
Primary Responsibilities
- Serve as primary point of contact; proactively troubleshoot and resolve executive technology needs.
- Support service desk operations by following processes and delivering customer-focused support.
- Record, track, and analyze SLAs/KPIs and queue trends; contribute to service performance.
- Act as a senior technical resource to resolve escalated issues and collaborate with internal IT teams.
- Perform hardware/software troubleshooting and root cause analysis (RCA); communicate status/resolutions.
- Document in ITSM; create/update knowledge articles and technical documentation.
- Gather well-triaged info for escalations to higher tiers.
- Administer Active Directory, Microsoft 365, RMM, Adobe, and management portals (provisioning, access, password resets).
- Assist with asset management, procurement requests, backups/imaging/restores coordination.
- Support IT projects/events (setup and on-site/remote meeting support) and develop training materials.
Education/Experience/Skills
- Bachelor’s degree preferred (IT, CS, Systems & Network Engineering or related). 3–5 years progressive experience in a regulated IT enterprise; ITIL and GxP frameworks.
- Advanced Windows, command-line tools, PowerShell/VB scripting; Office 365 and endpoint management.
- Strong RCA/problem-solving, communication, organization, and ability to manage competing priorities.
- Proficient with Windows 10/11, SaaS, virtual environments, RMM/MDM, networking/wireless/encryption, troubleshooting.
- Knowledge of ConnectWise Automate, ServiceNow, ADUC/GPOs, endpoint security, VOIP/telephony; A/V support experience.
- Domestic/international travel as needed.
Benefits (included)
- Competitive base/bonus/equity; medical/dental/vision; 401(k) match; ESPP; 15+ vacation days; paid holidays; paid sick time; paid parental leave; tuition assistance.
- The Sr. IT Service Desk Analyst provides advanced technical support and contributes to effective day-to-day help/service desk operations across office locations, home offices, offsite facilities, and mobile workforce.
Primary Responsibilities
- Serve as primary point of contact; proactively troubleshoot and resolve executive technology needs.
- Support service desk operations by following processes and delivering customer-focused support.
- Record, track, and analyze SLAs/KPIs and queue trends; contribute to service performance.
- Act as a senior technical resource to resolve escalated issues and collaborate with internal IT teams.
- Perform hardware/software troubleshooting and root cause analysis (RCA); communicate status/resolutions.
- Document in ITSM; create/update knowledge articles and technical documentation.
- Gather well-triaged info for escalations to higher tiers.
- Administer Active Directory, Microsoft 365, RMM, Adobe, and management portals (provisioning, access, password resets).
- Assist with asset management, procurement requests, backups/imaging/restores coordination.
- Support IT projects/events (setup and on-site/remote meeting support) and develop training materials.
Education/Experience/Skills
- Bachelor’s degree preferred (IT, CS, Systems & Network Engineering or related). 3–5 years progressive experience in a regulated IT enterprise; ITIL and GxP frameworks.
- Advanced Windows, command-line tools, PowerShell/VB scripting; Office 365 and endpoint management.
- Strong RCA/problem-solving, communication, organization, and ability to manage competing priorities.
- Proficient with Windows 10/11, SaaS, virtual environments, RMM/MDM, networking/wireless/encryption, troubleshooting.
- Knowledge of ConnectWise Automate, ServiceNow, ADUC/GPOs, endpoint security, VOIP/telephony; A/V support experience.
- Domestic/international travel as needed.
Benefits (included)
- Competitive base/bonus/equity; medical/dental/vision; 401(k) match; ESPP; 15+ vacation days; paid holidays; paid sick time; paid parental leave; tuition assistance.