Sr. IT Service Desk Analyst

Position Summary

The Sr. IT Service Desk Analyst is primarily responsible for providing advanced technical support to Acadia Pharmaceutical Executive Leadership 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 Senior 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.

Primary Responsibilities

• Primary responsibilities include delivering high-touch executive support to Acadia’s Executive Leadership Team, serving as the primary point of contact for day-to-day inquiries and proactively troubleshooting and resolving executive technology needs to ensure seamless productivity
• Contribute to efficient service desk operations by consistently following established processes and procedures and delivering high-quality, customer-focused support.
• Record, track, and analyze individual and queue-level SLAs and workflows, and provide input on trends, metrics, and service performance.
• Provide advanced technical support and serve as an escalation point for complex issues involving mobile device management (MDM), Microsoft 365, virtual environments, desktops, Exchange/Active Directory, and select system engineering initiatives related to emerging technologies.
• Act as a senior technical resource and trusted partner to other internal IT teams by providing expertise, collaboration, and timely issue resolution.
• Assist with asset management activities, including equipment inventory, software license tracking, and organizing intake and tracking for backups, imaging, restores, and vendor-related engagements.
• Document detailed and accurate information for all support activities in the ITSM system in accordance with established procedures.
• Troubleshoot and resolve hardware and software issues, perform root cause analyses (RCAs), and communicate status updates and resolutions to clients, stakeholders, and support staff.
• Create, update, and maintain knowledge articles, work instructions, and technical documentation to support consistency and knowledge sharing.
• Gather and provide complete, well-triaged information when escalating issues to higher-tier teams or business owners to ensure efficient resolution.
• Administer Active Directory, Microsoft 365, RMM, Adobe, and other management portals, including account provisioning, access management, and password resets.
• Fulfill procurement requests for software, hardware, peripherals, and mobile devices in alignment with IT standards and processes.
• Support IT projects, events, and company initiatives, including setup and on-site or remote support for meetings, conferences, and events.
• Develop and update training materials and provide peer guidance and knowledge sharing to support team capability and consistency.

Education and Experience

Bachelor’s degree in Information Technology, Computer Science, Systems & Network Engineering, or related field preferred. Targeting 3-5 years of progressive experience leading teams, understanding and having technical expertise in an IT regulated ITIL and GxP enterprise environment. An equivalent combination of relevant education and applicable job experience may be considered.

Key Skills:

• Extensive technical knowledge of Windows operating systems, command lines, PowerShell, Office Suites, and endpoint management.
• Excellent oral and written communication skills.
• Proven experience in leading customer-focused teams.
• Strong technical and analytical skills for investigating and resolving issues.
• Exceptional organizational skills with keen attention to detail.
• Ability to multitask, adapt quickly, and effectively resolve concerns under pressure.
• 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.
• Ability to interpret and present ideas in user-friendly language.
• Good understanding of computer and mobile device management tools.
• Agile mindset for critical thinking and problem resolution.
• Strong listening skills and ability to follow instructions.
• Proficient in creating reports, including graphs, charts, statistics, and logs.
• Good understanding of telephony technology, VOIP, and mobile devices.
• Skilled in troubleshooting MFP copiers and printers.
• Extensive experience in providing audio-visual, production meeting, and event support.
• Experience in dynamic and fast-paced enterprise environments.
• Strong sense of urgency and ability to prioritize tasks.
• 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.
• The role requires the ability to travel independently overnight up to 20% of the time and work after hours as needed based on travel schedules or business requirements.

Physical Requirements

This role involves regular standing, walking, sitting, and the use of hands for handling or operating equipment. The employee may also need to reach, climb, balance, stoop, kneel, crouch, and maintain visual, verbal, and auditory communication in a standard office environment and while working independently from remote locations. The employee must occasionally lift and/or move up to 20 pounds.