Senior IT Service Desk Analyst

Acadia Pharmaceuticals Inc.•Princeton, NJ

1d•$35 - $44•Hybrid

About The Position

The Sr. IT Service Desk Analyst is primarily responsible for providing advanced technical support while contributing to the effective day-to-day operations of the help and service desk environment. This role actively participates in resolving complex issues and delivering high-quality support to clients across office locations, home offices, offsite facilities, and within our mobile workforce. As a Sr. IT Service Desk Analyst, the individual is responsible for but not limited to: performing root cause analysis (RCA), supporting the team’s ability to meet service level agreements (SLAs), analyzing queue trends and key performance indicators (KPIs), and providing production and meeting support as needed. The role includes handling escalations, contributing to and assisting with IT projects such as system engineering initiatives and the adoption of emerging technologies, including automation and AI-driven support tools. Additionally, the Sr. IT Support Analyst develops, improves, and maintains documentation, knowledge bases, and training materials, adheres to established processes and procedures, ensures effective communication of critical information, and consistently prioritizes cybersecurity best practices.

Requirements

Targeting 3–5 years of progressive experience with demonstrated technical expertise within a regulated IT enterprise environment, including ITIL and GxP frameworks.
Advanced technical expertise in Windows operating systems, command-line tools, and scripting (including PowerShell and VB), with strong proficiency in Office 365 and endpoint management.
Proven ability to diagnose, investigate, and resolve complex technical issues using structured analytical approaches, including root cause analysis (RCA).
Excellent communication skills, with the ability to translate complex technical concepts into clear, user-friendly language for diverse audiences.
Strong organizational skills and attention to detail, with the ability to manage multiple priorities and deliver high-quality outcomes in fast-paced environments.
Proven ability to manage technical projects, drive execution, and meet timelines across competing priorities.
Proficient in desktop/laptop technologies, including Windows 10/11, Office 365, SaaS applications, virtual environments, RMM, MDM, networking, wireless, encryption, RCA, and troubleshooting.
Ability to manage technical projects effectively.
Outstanding customer service and interpersonal skills, with the ability to mentor junior support staff.
Excellent research, data gathering, analytics, and reporting skills.
Agile and solution-oriented mindset, with the ability to adapt quickly and effectively resolve issues under pressure.
Good understanding of computer and mobile device management tools.
Strong listening skills with the ability to follow through on complex instructions and stakeholder needs.
Working knowledge of telephony technology, VOIP, and mobile devices.
Proven ability to troubleshoot and support peripheral technologies, including printers, MFP devices, and related hardware.
Extensive experience providing audio-visual support for executive meetings, events, and production environments.
Demonstrated success operating in dynamic, fast-paced enterprise environments with a strong sense of urgency and prioritization.
In-depth knowledge and experience with command lines, PowerShell, VB batch scripting, ConnectWise Automate, Box, Office Suites, O365 administration, ServiceNow, ADUC/GPOs, endpoint management security, and communication tools.
Willingness and ability to travel domestically and internationally as needed.

Nice To Haves

Bachelor’s degree in information technology, Computer Science, Systems & Network Engineering, or related field preferred.
An equivalent combination of relevant education and experience may be considered.

Responsibilities

Serving as the primary point of contact for day-to-day inquiries and proactively troubleshooting and resolving executive technology needs to ensure seamless productivity.
Contributing to efficient service desk operations by consistently following established processes and procedures and delivering high-quality, customer-focused support.
Recording, tracking, and analyzing individual and queue-level SLAs and workflows, and providing input on trends, metrics, and service performance.
Acting as a senior technical resource and trusted partner to other internal IT teams by providing expertise, collaboration, and timely issue resolution.
Assisting with asset management activities, including equipment inventory, software license tracking, and organizing intake and tracking for backups, imaging, restores, and vendor-related engagements.
Documenting detailed and accurate information for all support activities in the ITSM system in accordance with established procedures.
Troubleshooting and resolving hardware and software issues, performing root cause analyses (RCAs), and communicating status updates and resolutions to clients, stakeholders, and support staff.
Creating, updating, and maintaining knowledge articles, work instructions, and technical documentation to support consistency and knowledge sharing.
Gathering and providing complete, well-triaged information when escalating issues to higher-tier teams or business owners to ensure efficient resolution.
Administering Active Directory, Microsoft 365, RMM, Adobe, and other management portals, including account provisioning, access management, and password resets.
Fulfilling procurement requests for software, hardware, peripherals, and mobile devices in alignment with IT standards and processes.
Supporting IT projects, events, and company initiatives, including setup and on-site or remote support for meetings, conferences, and events.
Developing and updating training materials and providing peer guidance and knowledge sharing to support team capability and consistency.
Performing other responsibilities as assigned.

Benefits

Competitive base, bonus, new hire and ongoing equity packages
Medical, dental, and vision insurance
Employer-paid life, disability, business travel and EAP coverage
401(k) Plan with a fully vested company match 1:1 up to 5%
Employee Stock Purchase Plan with a 2-year purchase price lock-in
15+ vacation days
13 -15 paid holidays, including office closure between December 24th and January 1st
10 days of paid sick time
Paid parental leave benefit
Tuition assistance