20 days old

Desktop Support Analyst

ACADIA Pharmaceuticals
San Diego, CA 92101
  • Job Code
    114933956
ACADIA Pharmaceuticals

ACADIA Pharmaceuticals is an Equal Employment Opportunity/Affirmative Action Employer: Minority/Female/Disability/Veterans/Sexual Orientation and Gender Identity

The Desktop Support Analyst will be responsible for providing support to all ACADIA Pharmaceutical IT clients in their use of: computers, applications, and mobile devices. Supporting clients located throughout the enterprise including: home offices, offsite facilities, and our mobile work force. The Desktop Support Analyst will be responsible for resolving client device hardware and software issues, while also seeking assistance when necessary.

The Desktop Support Analyst will act as a representative of the ACADIA IT Team and will be expected to: support local & remote meetings, determine root cause of technical problems, resolving tickets within SLAs, work as a part of a fast-paced team, and strive for excellence.

Primary Responsibilities:

  • Has primary responsibility to provide desktop support assisting IT clients with hardware, software, and mobile device questions, concerns, or issues by providing one-on-one resolution to the clients satisfaction.
  • Answers and responds to: IT support calls, walk ups, service requests, tickets, and e-mail support.
  • Administers remote management and Mobile Device Management (MDM) tools.
  • Deploys and Test computer images. Including all software and OS installs and configurations.
  • Acts as an escalation point for external 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 repair hardware and software problems on customer computers and peripherals.
  • Gathers appropriate data to escalate to higher-level technicians or partners when needed.
  • Assist in assets management procedures, inventory equipment and software.
  • Active Directory Administration: Enable & Disable Accounts, Creation of Accounts, Account Modifications, and password resets.
  • 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.
  • Setup and Support: meetings, conferences, and events.
  • Other duties as assigned.

Education/Experience/Skills:

Minimum of one years of progressive experience providing desktop support in a Windows enterprise environment, using Microsoft Active Directory and Windows 7 and 10.

Must possess:

  • Excellent understanding and use of desktop/laptop technologies including Windows 7 and 10, Office 2016/O365, BIOS updates, anti-virus, networking, and troubleshooting.
  • Excellent customer service.
  • Proficiency in PC trouble shooting and data gathering.
  • Experience with Active Directory
  • Proven analytical and problem-solving abilities
  • Good organization skills and Keen attention to detail
  • Strong written and oral skills/ Ability to present ideas in user-friendly language
  • Good understanding of computer and mobile device management tools.
  • Ability to conduct research into PC issues and products as required
  • Good understanding of basic network support, VPN, desktop firewalls, wireless trouble shooting, and cabling.
  • Good understanding of telephony technology, VOIP, and mobile device.
  • Configuring MFP copiers and printers
  • Audio-Visual and meeting support
  • Facilities support for office equipment/furniture moves/installs

Preferred:

  • Desktop related certification: A+, ITIL, M365 MDAA/MDCA
  • Service Desk experience
  • Work experience in an environment that follows ITIL Best Practices.

Scope:

Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Normally receives little instruction on daily work, general instructions on newly introduced assignments.

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 20 pounds.


PI114933956

<b>ACADIA Pharmaceuticals</b><br/><br/>ACADIA Pharmaceuticals is an Equal Employment Opportunity/Affirmative Action Employer: Minority/Female/Disability/Veterans/Sexual Orientation and Gender Identity</em><br/><br/><p>The Desktop Support Analyst will be responsible for providing support to all ACADIA Pharmaceutical IT clients in their use of: computers, applications, and mobile devices. Supporting clients located throughout the enterprise including: home offices, offsite facilities, and our mobile work force. The Desktop Support Analyst will be responsible for resolving client device hardware and software issues, while also seeking assistance when necessary. </p> <p>The Desktop Support Analyst will act as a representative of the ACADIA IT Team and will be expected to: support local & remote meetings, determine root cause of technical problems, resolving tickets within SLAs, work as a part of a fast-paced team, and strive for excellence. </p> <p><strong><u>Primary Responsibilities:</u></strong></p> <ul> <li>Has primary responsibility to provide desktop support assisting IT clients with hardware, software, and mobile device questions, concerns, or issues by providing one-on-one resolution to the clients satisfaction.</li> <li>Answers and responds to: IT support calls, walk ups, service requests, tickets, and e-mail support.</li> <li>Administers remote management and Mobile Device Management (MDM) tools.</li> <li>Deploys and Test computer images. Including all software and OS installs and configurations.</li> <li>Acts as an escalation point for external help desk service providers.</li> <li>Documents all support efforts in the ITSM system as per procedures.</li> <li>Installs, tests, and configures workstations/laptops, software, phones, peripheral equipment.</li> <li>Troubleshoots and repair hardware and software problems on customer computers and peripherals.</li> <li>Gathers appropriate data to escalate to higher-level technicians or partners when needed.</li> <li>Assist in assets management procedures, inventory equipment and software.</li> <li>Active Directory Administration: Enable & Disable Accounts, Creation of Accounts, Account Modifications, and password resets.</li> <li>Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.</li> <li>Orders IT supplies including software, hardware, peripherals devices, mobile devices, etc. as per procedures.</li> <li>Supports and assist with projects and company initiatives as needed.</li> <li>Setup and Support: meetings, conferences, and events.</li> <li>Other duties as assigned.</li> </ul> <p> </p> <p><strong><u>Education/Experience/Skills:</u></strong></p> <p>Minimum of one years of progressive experience providing desktop support in a Windows enterprise environment, using Microsoft Active Directory and Windows 7 and 10.</p> <p><strong><em>Must possess:</em></strong></p> <ul> <li>Excellent understanding and use of desktop/laptop technologies including Windows 7 and 10, Office 2016/O365, BIOS updates, anti-virus, networking, and troubleshooting.</li> <li><em>Excellent</em> customer service.</li> <li>Proficiency in PC trouble shooting and data gathering.</li> <li>Experience with Active Directory</li> <li>Proven analytical and problem-solving abilities</li> <li>Good organization skills and Keen attention to detail</li> <li>Strong written and oral skills/ Ability to present ideas in user-friendly language</li> <li>Good understanding of computer and mobile device management tools.</li> <li>Ability to conduct research into PC issues and products as required</li> <li>Good understanding of basic network support, VPN, desktop firewalls, wireless trouble shooting, and cabling.</li> <li>Good understanding of telephony technology, VOIP, and mobile device.</li> <li>Configuring MFP copiers and printers</li> <li>Audio-Visual and meeting support</li> <li>Facilities support for office equipment/furniture moves/installs</li> </ul> <p><strong><em>Preferred: </em></strong></p> <ul> <li>Desktop related certification: A+, ITIL, M365 MDAA/MDCA</li> <li>Service Desk experience</li> <li>Work experience in an environment that follows ITIL Best Practices.</li> </ul> <p><strong><u>Scope:</u></strong></p> <p>Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.</p> <p>Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Normally receives little instruction on daily work, general instructions on newly introduced assignments.</p> <p><strong><u>Physical Requirements:</u></strong></p> <p>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 20 pounds. </p> <p><em><span style="font-weight: 400;"><br/></span></em></p> <img src="https://analytics.click2apply.net/v/ADJLdXhOYqnPuEmjhojJ8"> <p>PI114933956</p>

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Posted: 2019-10-29 Expires: 2019-11-29

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Desktop Support Analyst

ACADIA Pharmaceuticals
San Diego, CA 92101

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