Service Desk Analyst

About the role

The successful candidate will be responsible for providing first-line technical support to end users, and escalating complex problems as needed. They will help administer the technology our designers rely on to develop design solutions for leading health, education, and business organizations. This is an IT generalist position where they will know or learn a little bit of everything that happens within the office relative to IT, consult with vendors, and escalate as required within the IT group.

Here's What You'll Do

• Provide end user support for local and remote users.
  • 70% of the responsibilities revolve around level 1, level 2, and level 3 support tickets and troubleshooting.
  • Beyond end support, responsible for application support, configuration, and maintenance of architecture and engineering specific applications and act as an application owner between end users, other IT, and application vendors.
  • Monitor Service Desk for tickets, monitor backup system, provide daily reports, file restores.
  • Consults users to determine present and future needs.
  • Identify areas of operation that need upgraded end user equipment.
  • Monitor system performance, provide security measures, troubleshooting, maintenance.
  • Set-up, modify user accounts, regulate, monitor file access to ensure confidentiality, proper use.
  • Test, evaluate hardware and software to determine efficiency, reliability.
  • Attend vendor training, study journals to keep up with changes in technology.
  • Maintain needed files by adding and deleting files on the network server and back up files to guarantee their safety in the event of network problems.
  • Maintain peripherals such as printers that are connected to the network.
  • Create and modify users and groups in Active Directory such as logins with user accounts.
  • May add permissions, modify, delete extensions and mailboxes, phone systems.
• Position may require local travel to other sites.

Here's What You'll Need

• Minimum of 2 years of related IT experience is required.
• Bachelor’s degree in Information Technology or a related field preferred.
• Microsoft Windows desktop and Server certifications are preferred but not required.
• Strong communication skills and innovative thinking is essential as is the ability to provide technical software, hardware, and network problem resolutions in a user-friendly professional manner.
• Must be a self-starter with the ability to work well independently, manage multiple technology issues, and prioritize deadlines.
• Knowledge of MS Windows 7/10/11 desktop, Microsoft Office, and VMWare vSphere required.
• ITIL knowledge preferred.

Pay

The hourly range for this position is $33.23 to $41.54. This salary range is the range we believe is the anticipated range of possible base compensation at the timing of the posting. We may ultimately pay more or less than the anticipated salary range for the position. Employees may be eligible for discretionary bonuses.

Benefits

We offer a full benefit package including medical, dental, and vision coverage and flexible spending account options and voluntary insurances. We have paid time off, flex-time schedules, remote work options, and a 401(k) plan and employee perk programs. For a general overview of our benefits, please visit our careers page at https://www.cannondesign.com/careers/benefits. Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.