Full-Time

Senior Desktop Specialist Support Analyst

Acadia Pharmaceuticals Inc.

Acadia Pharmaceuticals Inc.

501-1,000 employees

Develops therapies for central nervous system disorders.

Biotechnology

$70,000 - $87,000

Discretionary Bonus, Equity Awards

Senior

San Diego, CA, USA

Required Skills
Communications
Customer Service
Requirements
  • 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
  • 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 explore 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
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
  • 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

Acadia Pharmaceuticals Inc.

Acadia Pharmaceuticals Inc.

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Acadia Pharmaceuticals Inc. stands out as a leader in the healthcare industry with over 25 years of experience, particularly noted for developing the first and only approved therapy for hallucinations and delusions associated with Parkinson’s disease psychosis. The company's culture is characterized by a dedicated team of "care-ageous warriors" who are committed to improving the lives of patients and their families. Acadia's competitive edge lies in its robust late-stage development efforts focused on dementia-related psychosis, negative symptoms of schizophrenia, and Rett syndrome, as well as early-stage clinical research exploring novel approaches to pain management, cognition, and neuropsychiatric symptoms in central nervous system disorders.

Company Stage

IPO

Total Funding

$813.4M

Headquarters

San Diego, California

Founded

1993

Growth & Insights
Headcount

6 month growth

7%

1 year growth

21%

2 year growth

22%