Sr. IT Service Desk Analyst

About Acadia Pharmaceuticals

Acadia is committed to turning scientific promise into meaningful innovation that makes the difference for underserved neurological and rare disease communities around the world. Our commercial portfolio includes the first and only FDA-approved treatments for Parkinson's disease psychosis and Rett syndrome. We are developing the next wave of therapeutic advancements with a robust and diverse pipeline that includes mid- to late-stage programs in Alzheimer's disease psychosis and Lewy body dementia psychosis, along with earlier-stage programs that address other underserved patient needs. At Acadia, we're here to be their difference.

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.


In addition to a competitive base salary, this position is also eligible for discretionary bonus and equity awards based on factors such as individual and organizational performance. Actual amounts will vary depending on experience, performance, and location.


Salary Range

$34.90-$43.65 USD

What we offer US-based Employees:

• 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

EEO Statement (US-based Employees): Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications in the exact way they are described in job postings. We are committed to building a diverse, equitable, inclusive, and innovative company, and we are looking for the BEST candidate for the job. That candidate may be one who comes from a less traditional background or may meet the qualifications in a different way. We strongly encourage you to apply, especially if the reason you are the best candidate isn't exactly what we describe here.

It is the policy of Acadia to provide equal employment opportunities to all employees and employment applicants without regard to considerations of race, including related to hairstyle, color, religion or religious creed, sexual orientation, gender, gender identity, gender expression, gender transition, country of origin, ancestry, citizenship, age, physical or mental disability, genetic information, legally-protected medical condition or information, marital status, domestic partner status, family care status, military caregiver status, veteran or military status (including reserve status, National Guard status, and military service or obligation), status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, or any basis protected under federal, state or local law.

As an equal opportunity employer, Acadia is committed to a diverse workforce. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation. Furthermore, you may request additional support if you are unable or limited in your ability to use or access Acadia's career website due to your disability, along with any accommodations throughout the interview process. To request or inquire about your reasonable accommodation, please complete our Reasonable Accommodation Request Form or contact us at View email address on click.appcast.io or View phone number on click.appcast.io.

Please note that reasonable accommodations granted throughout the recruiting process are not guaranteed to be the same accommodations given if hired. A new request will need to be submitted for any ADA accommodations after starting employment.

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Notice to Search Firms/Third-Party Recruitment Agencies (Recruiters): The Talent Acquisition team manages the recruitment and employment process for Acadia Pharmaceuticals Inc. ("Acadia"). Acadia does not accept resumes from recruiters or search firms without an executed search agreement in place. Resumes sent to Acadia employees in the absence of an executed search agreement will not obligate Acadia in any way with respect to the future employment of those individuals or potential remuneration to any recruiter or search firm. Candidates should never be submitted directly to our hiring managers or employees.