Sr. IT Service Desk Analyst
Acadia Pharmaceuticals
11 days ago
Remote friendly (San Diego, CA)
United States
IT
Position Summary
Sr. IT Service Desk Analyst provides advanced technical support to Acadia Pharmaceutical Executive Leadership and supports day-to-day help/service desk operations for office locations, home offices, offsite facilities, and mobile workforce.
Responsibilities
- Deliver high-touch executive support; be primary point of contact for day-to-day executive technology inquiries; proactively troubleshoot and resolve needs.
- Support service desk operations by following established processes; deliver customer-focused support.
- Record, track, and analyze SLA/workflows; review queue trends and KPIs; provide input on service performance.
- Resolve complex escalations involving MDM, Microsoft 365, virtual environments, desktops, Exchange/Active Directory, and select system engineering/emerging tech initiatives.
- Act as a senior technical resource to internal IT teams.
- Support asset management (inventory, software licenses, backups/imaging/restores, vendor engagement tracking).
- Document support activity in ITSM; perform RCAs and communicate updates/resolutions.
- Create/maintain knowledge articles, work instructions, and technical documentation.
- Gather complete, well-triaged escalation information for higher-tier teams/business owners.
- Administer Active Directory, Microsoft 365, RMM, Adobe, and other portals (provisioning, access, password resets).
- Fulfill procurement requests for software/hardware/peripherals/mobile devices.
- Support IT projects, events, and meetings (setup and on-site/remote support).
- Develop/update training materials and provide peer guidance.
Qualifications
- Bachelor’s degree in IT, Computer Science, Systems & Network Engineering, or related field preferred.
- 3–5 years progressive experience leading teams and technical expertise in an ITIL and GxP regulated enterprise environment.
Key Skills (required/preferred)
- Windows, command line, PowerShell, Office suites, endpoint management; desktop/laptop (Windows 10/11), O365, SaaS, virtual environments, RMM/MDM, networking/wireless, encryption, RCA, troubleshooting.
- Communication skills; strong organization; multitasking under pressure.
- Knowledge of ADUC/GPOs, ServiceNow, ConnectWise Automate, and related endpoint management/security tools.
- VOIP/telephony; MFP printer/copier troubleshooting; audio-visual and event/production support.
- Travel independently overnight up to 20% and work after hours as needed.
Benefits
- Eligible for discretionary bonus and equity awards.
- Salary range: $34.90–$43.65 USD.
- Medical/dental/vision; employer-paid life/disability/business travel/EAP; 401(k) match (1:1 up to 5%); ESPP; 15+ vacation days; 13–15 paid holidays; paid sick time; paid parental leave; tuition assistance.
Physical Requirements
- Regular standing/walking/sitting; use of hands; occasional lifting/moving up to 20 lbs.
Application Instructions
- None provided.
Sr. IT Service Desk Analyst provides advanced technical support to Acadia Pharmaceutical Executive Leadership and supports day-to-day help/service desk operations for office locations, home offices, offsite facilities, and mobile workforce.
Responsibilities
- Deliver high-touch executive support; be primary point of contact for day-to-day executive technology inquiries; proactively troubleshoot and resolve needs.
- Support service desk operations by following established processes; deliver customer-focused support.
- Record, track, and analyze SLA/workflows; review queue trends and KPIs; provide input on service performance.
- Resolve complex escalations involving MDM, Microsoft 365, virtual environments, desktops, Exchange/Active Directory, and select system engineering/emerging tech initiatives.
- Act as a senior technical resource to internal IT teams.
- Support asset management (inventory, software licenses, backups/imaging/restores, vendor engagement tracking).
- Document support activity in ITSM; perform RCAs and communicate updates/resolutions.
- Create/maintain knowledge articles, work instructions, and technical documentation.
- Gather complete, well-triaged escalation information for higher-tier teams/business owners.
- Administer Active Directory, Microsoft 365, RMM, Adobe, and other portals (provisioning, access, password resets).
- Fulfill procurement requests for software/hardware/peripherals/mobile devices.
- Support IT projects, events, and meetings (setup and on-site/remote support).
- Develop/update training materials and provide peer guidance.
Qualifications
- Bachelor’s degree in IT, Computer Science, Systems & Network Engineering, or related field preferred.
- 3–5 years progressive experience leading teams and technical expertise in an ITIL and GxP regulated enterprise environment.
Key Skills (required/preferred)
- Windows, command line, PowerShell, Office suites, endpoint management; desktop/laptop (Windows 10/11), O365, SaaS, virtual environments, RMM/MDM, networking/wireless, encryption, RCA, troubleshooting.
- Communication skills; strong organization; multitasking under pressure.
- Knowledge of ADUC/GPOs, ServiceNow, ConnectWise Automate, and related endpoint management/security tools.
- VOIP/telephony; MFP printer/copier troubleshooting; audio-visual and event/production support.
- Travel independently overnight up to 20% and work after hours as needed.
Benefits
- Eligible for discretionary bonus and equity awards.
- Salary range: $34.90–$43.65 USD.
- Medical/dental/vision; employer-paid life/disability/business travel/EAP; 401(k) match (1:1 up to 5%); ESPP; 15+ vacation days; 13–15 paid holidays; paid sick time; paid parental leave; tuition assistance.
Physical Requirements
- Regular standing/walking/sitting; use of hands; occasional lifting/moving up to 20 lbs.
Application Instructions
- None provided.