Sr. IT Service Desk Analyst
Acadia Pharmaceuticals
5 hours 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.