Senior Desktop Specialist Support Analyst @ Acadia Pharmaceuticals Inc.

Please note that this position is based in San Diego, CA.

Acadia Pharmaceuticals Inc. is looking for a Sr. Desktop Support Analyst - Executive Support team member. The position will be responsible for providing world-class support to our executive team. This person will ensure that executives have stable and reliable IT solutions. The position requires: being self-directed, results-driven, organized, and a customer service expert.

When not providing executive support, this person will provide and ensure the stable operation of desktop PC’s, setups of Audio/Visual conferencing, support mobile devices, onboard training and technical support to end-users in an enterprise environment. The Sr. Desktop Support Analyst - Executive Support person will be responsible for on-boarding and de-provisioning of end-user’s workspace and accounts, setup/tear-down of conference meetings, troubleshoot problems with PCs and mobile devices, setup peripherals, troubleshoot Windows 7/10, and applications. The role will work with a third-party tech support group as an escalation point. Also, will be responsible to ensuring desktop PC’s are fully patched and applications have the most current stable version.

Primary Responsibilities:

Develop strong working relationships with Executive Assistants and Executive Leadership Team.
Deliver world class service and support to onsite and remote executives.
Demonstrate expert level technical ability.
Professionally and confidentially: coach, train, and provide solutions to customers.
Provide technology recommendations for target audience.
Independently resolve complex issues, gather information, and escalate when appropriate.

Other Responsibilities – Desktop Support:

Provide desktop support assisting IT clients with hardware, software, and mobile device questions, concerns, or issues by providing one-on-one resolution to the client’s satisfaction.
Answers and responds to IT support calls, walk up, services requests, incident tickets, and e-mail.
Administers remote management and Mobile Device Management (MDM) tools.
Acts as an escalation point for outsourced help desk service providers.
Documents all support efforts in the ITSM system as per procedures.
Installs, tests, and configures workstations/laptops, software, phones, peripheral equipment.
Troubleshoots and repairs hardware and software problems on customer computers and peripherals and gathers appropriate data to escalate to higher-level technicians or vendors when needed.
Maintains inventory of all equipment, software, and software licenses.
In Active Directory assigns and removes users and computers well as resetting passwords as needed as per procedures.
Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.
Orders IT supplies including software, hardware, peripherals devices, mobile devices, etc. as per procedures.
Supports and assist with projects and company initiatives as needed.
Ensure conferencing meetings are setup and trouble free
Other duties as assigned.

Education/Experience/Skills:

High School degree is required. An equivalent combination of relevant education and applicable job experience may be considered.

Basic Experience:

5+ years of experience in enterprise IT support
Experience with Windows Workstations, IOS, and Android operating systems
Experience with Microsoft Active Directory, Microsoft Exchange Server, Microsoft Outlook, Office 365,
Experience with WebEx, Zoom, Teams, and other video conferencing technologies.

Preferred Education & Experience:

3+ years’ direct experience supporting C-Suite executives and other VIP staff
7+ years’ experience in desktop hardware, operating systems, smartphones, and printers.
7+ years’ experience in Microsoft products (Windows, Office, Outlook, etc.)
7+ years’ experience in business communication platforms such as messaging, video conferencing, telephony etc
Hands-on troubleshooting experience with the ability to perform under intense scrutiny
Working technical knowledge of current protocols, operating systems, and standards
Experience working in a Fast Paced, team-oriented, collaborative environment.
Excellent customer service.
Excellent listening skills.
Excellent oral and written communication skills.
Can-do attitude.
Understanding of current technology trends.
Desire to learn and explorer new technologies.
Excellent understanding and use of desktop/laptop technologies including Windows 10, 11, Office 365, SaaS applications, virtual environments, RMM, MDM, networking, wireless, encryption, RCA and triage troubleshooting.
Analytical and problem-solving abilities.
Good organization skills and keen attention to detail.
Must be able to multi-task, adapt quickly and effectively re-focus and resolve concerns under pressure.
Strong written and oral skills and the ability to present ideas in user-friendly language.
Ability to conduct research into PC Hardware and software issues.
Good understanding of basic network support: Switching, Routing, VPN, desktop firewalls, wireless, and physical cabling.
Good understanding of telephony technology: VOIP, and mobile device.
Excellent understanding and experience providing Audio-Visual, production meeting and event support.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment and independently from remote locations. Employee must occasionally lift and/or move up to 50 pounds.

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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

$70,000—$87,000 USD

What we offer you (US-Based Employees):

Competitive base, bonus, new hire and ongoing equity packages
Medical, dental, and vision insurance
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
14 paid holidays plus one floating holiday of your choice, including office closure between December 24th and January 1st
10 days of paid sick time
Paid parental leave
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 single 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 would strongly encourage you to apply – especially if the reason you are the best candidate isn’t exactly as we describe it 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 [email protected] or 858-261-2923.

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

Notice for California Applicants: Please see our California Applicant Privacy Notice within our Privacy Policy.

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 absence of an executed search agreement will not obligate Acadia in any way with the 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.

Compensation Overview