27 days old

Senior Desktop Support Analyst

ACADIA Pharmaceuticals
Princeton, NJ 08540
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  • Job Code
    112277695

ACADIA Pharmaceuticals

U.S. Equal Opportunity Employment Information
In keeping with our commitment to the community in which we do business, and in compliance with state and federal law, ACADIA is an equal opportunity employer. Our employment policies and procedures ensure that we are committed to providing equal employment opportunities in all aspects of employment without unlawful regard to race, color, religion, national origin, ancestry, sex, sexual orientation, age, veteran's status, marital status, medical condition, and physical or mental disability. As an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. We invite you to complete the optional self-identification fields below used for compliance with government regulations and record-keeping guidelines.


Location:
Princeton, NJ


The Sr. Desktop Support Analyst - End User Computing Engineer will be responsible to provide and ensure the stable operation of all end user computing devices: desktop PC's and mobile devices, setups of Audio/Visual conferencing, onboard training, and technical support to end-users in an enterprise environment. The role will be responsible for on-boarding and de-provisioning of end-users' 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 person in this 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; having some duties around Desktop Engineering and System / Network administration.

Determine effective solutions to client management: Patching, Imaging, Management, and Upgrades. Manage Client Management Systems for both Corporate and Field customers. Evaluate and Manage client hardware and software: Research, Test, Certify for use, and Deploy. Function as Jr. Systems / Network Admin when needed with a focus on End User Computing Technologies.

Primary Responsibilities:

Primary Responsibilities - Support:
  • 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 client's satisfaction.
  • Answers and responds to IT support calls, walk up, service 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 as 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.

Other Responsibilities - Engineering:
  • Develops, fully tests, manages, and deploys computer images, including all software and OS installs and configurations included in the image build.
  • Implement and Maintain Software Update & Patches schedules: Test, Certify, and Deploy.
  • Administration of Desktop Engineering Systems & Tools: Client Management, Anti-Virus, Active Directory, etc.
  • Participate in Software / Tool evaluations, recommends deployment strategies, and work with business partners on ongoing maintenance and support.
  • Basic Systems & Network Trouble shooting, escalates to appropriate team with trouble shooting data.
  • Support and Administer Cloud based tools: Okta, Box, Office 365, others as assigned.
  • Client Policy Administration
  • Recommend, Develop, and Maintain: Client Automation & Self Service Initiatives and Tools.
  • PowerShell, Batch Scripting, and application packaging/configuration/deployment of desktop and iOS applications
  • Other duties/projects as assigned

Education/Experience/Skills:

High School Diploma with a minimum of five years of progressive experience providing Desktop Support or Jr. Level Systems / Network Administration, and working with MDT/Imaging in a Windows enterprise environment. Will have experience with Microsoft Active Directory, Windows 10, Client Management Tools, and have at least three years of experience providing within the pharmaceutical industry.

Must possess:
  • Excellent understanding and use of desktop/laptop technologies including Windows 7 and 10, Office 2010 and 2016, Imaging and Client management tools.
  • Excellent customer service.
  • Proficiency in network troubleshooting from PC to core network
  • Understanding and use of scripting: PowerShell and batch
  • Experience with Exchange 2013+ and 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 client management tools.
  • 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.
  • Understanding of ITIL/ITSM processes.
  • Group Policy Administration experience.
  • Understanding of GxP
  • Vendor management experience.

Preferred:
  • Desktop related certification: MCITP: Enterprise Desktop Support Technician or MCITP: Enterprise Desktop Administrator preferred
  • Network related certification: CompTIA Network+, Cisco CCENT certification.

PI112277695

</br><b>ACADIA Pharmaceuticals</b></br></br>U.S. Equal Opportunity Employment Information <br> In keeping with our commitment to the community in which we do business, and in compliance with state and federal law, ACADIA is an equal opportunity employer. Our employment policies and procedures ensure that we are committed to providing equal employment opportunities in all aspects of employment without unlawful regard to race, color, religion, national origin, ancestry, sex, sexual orientation, age, veteran's status, marital status, medical condition, and physical or mental disability. As an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. We invite you to complete the optional self-identification fields below used for compliance with government regulations and record-keeping guidelines.<br/><br/><bSenior Desktop Support Analyst</b><br/>Location:<br>Princeton, NJ<br/><br/><br>The Sr. Desktop Support Analyst - End User Computing Engineer will be responsible to provide and ensure the stable operation of all end user computing devices: desktop PC's and mobile devices, setups of Audio/Visual conferencing, onboard training, and technical support to end-users in an enterprise environment. The role will be responsible for on-boarding and de-provisioning of end-users' 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 person in this 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; having some duties around Desktop Engineering and System / Network administration. <br><br>Determine effective solutions to client management: Patching, Imaging, Management, and Upgrades. Manage Client Management Systems for both Corporate and Field customers. Evaluate and Manage client hardware and software: Research, Test, Certify for use, and Deploy. Function as Jr. Systems / Network Admin when needed with a focus on End User Computing Technologies. <br><br><u><strong>Primary Responsibilities:</strong></u><br><br><u><strong>Primary Responsibilities - Support: </strong></u><br> <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 client's satisfaction.</li> <li>Answers and responds to IT support calls, walk up, service requests, incident tickets, and e-mail.</li> <li>Administers remote management and Mobile Device Management (MDM) tools.</li> <li>Acts as an escalation point for outsourced 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 repairs hardware and software problems on customer computers and peripherals and gathers appropriate data to escalate to higher-level technicians or vendors when needed.</li> <li>Maintains inventory of all equipment, software, and software licenses.</li> <li>In Active Directory assigns and removes users and computers as well as resetting passwords as needed as per procedures.</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>Ensure conferencing meetings are setup and trouble free</li> <li>Other duties as assigned.</li> </ul> <br><u><strong>Other Responsibilities - Engineering:</strong></u><br> <ul> <li>Develops, fully tests, manages, and deploys computer images, including all software and OS installs and configurations included in the image build.</li> <li>Implement and Maintain Software Update & Patches schedules: Test, Certify, and Deploy.</li> <li>Administration of Desktop Engineering Systems & Tools: Client Management, Anti-Virus, Active Directory, etc.</li> <li>Participate in Software / Tool evaluations, recommends deployment strategies, and work with business partners on ongoing maintenance and support.</li> <li>Basic Systems & Network Trouble shooting, escalates to appropriate team with trouble shooting data.</li> <li>Support and Administer Cloud based tools: Okta, Box, Office 365, others as assigned.</li> <li>Client Policy Administration </li> <li>Recommend, Develop, and Maintain: Client Automation & Self Service Initiatives and Tools.</li> <li>PowerShell, Batch Scripting, and application packaging/configuration/deployment of desktop and iOS applications</li> <li>Other duties/projects as assigned</li> </ul> <br><u><strong>Education/Experience/Skills:</strong></u><br><br>High School Diploma with a minimum of five years of progressive experience providing Desktop Support or Jr. Level Systems / Network Administration, and working with MDT/Imaging in a Windows enterprise environment. Will have experience with Microsoft Active Directory, Windows 10, Client Management Tools, and have at least three years of experience providing within the pharmaceutical industry.<br><br><strong><em>Must possess:</em></strong><br> <ul> <li>Excellent understanding and use of desktop/laptop technologies including Windows 7 and 10, Office 2010 and 2016, Imaging and Client management tools.</li> <li>Excellent customer service.</li> <li>Proficiency in network troubleshooting from PC to core network</li> <li>Understanding and use of scripting: PowerShell and batch</li> <li>Experience with Exchange 2013+ and 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 client management tools.</li> <li>Ability to conduct research into PC Hardware and software issues.</li> <li>Good understanding of basic network support: Switching, Routing, VPN, desktop firewalls, wireless, and physical cabling.</li> <li>Good understanding of telephony technology: VOIP, and mobile device.</li> <li>Understanding of ITIL/ITSM processes.</li> <li>Group Policy Administration experience. </li> <li>Understanding of GxP</li> <li>Vendor management experience.</li> </ul> <br><strong><em>Preferred:</em></strong><br> <ul> <li>Desktop related certification: MCITP: Enterprise Desktop Support Technician or MCITP: Enterprise Desktop Administrator preferred </li> <li>Network related certification: CompTIA Network+, Cisco CCENT certification.</li> </ul> <img src="https://analytics.click2apply.net/v/Z4wqKASEXjEGcxqmIbzy7"> <p>PI112277695</p>
Posted: 2019-07-25 Expires: 2019-08-26

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Senior Desktop Support Analyst

ACADIA Pharmaceuticals
Princeton, NJ 08540

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