Sr. Service Desk Analyst
About the role
The successful candidate will help administer and manage the technology our designers rely on to develop design solutions for leading health, education and business organizations. You will have to know or learn a little bit of everything that happens within the office relative to IT, source answers from vendors and escalate as required within the IT group. You will perform as a mid level specialist or subject matter expert, responsible for providing advanced technical support, troubleshooting complex issues, and mentoring less experienced analysts.
Responsibilities
- 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 back up system, provide daily reports, file restores.
- Act as a subject matter expert for AEC industry applications.
- Consults users to determine present and future needs.
- Identify areas of operation that need upgraded end user equipment.
- 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 mail boxes, phone systems.
- Other duties as assigned.
Qualifications
- Bachelor degree in Information Technology or a related field preferred.
- A minimum of 6 years of related IT experience is required.
- Microsoft Windows desktop and Server certifications are preferred but not required.
- Strong customer service, 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 11/10 desktop, Microsoft Office required.
- Knowledge of various software applications such as Adobe CS Suite, Autodesk Products, Bluebeam, Rhino, Sketchup, Enscape, Newforma, V-Ray, MS Teams, Argos, and Deltek VantagePoint is a plus.
About the Firm
CannonDesign is a design practice where strategy, experience, architecture, engineering, and social impact converge. We don’t just dream up solutions — we create and bring them to life in ways to solve some of the biggest challenges facing our clients and the society. At the heart of everything we do is Living-Centered Design, a bold commitment to using our talents to not just improve the world but to truly reshape it for the better. It’s more than a philosophy — it’s who we are, and it drives us to make a meaningful, lasting difference every day.
About Working Here
We are relentless in our pursuit of client adoration (not simply satisfaction). Consistent delivery of the best service is what we are about. We are committed to ensuring our practice is equitable for all employees, representative of the communities around us – and focused on the future of design. We advocate for equity, diversity, and inclusion efforts through the leadership of our DEI Council, Employee Resource Groups and other community advocacy initiatives. We’re about communication and transparency here. If you want to talk to someone about an idea you have, or a challenge that needs addressing, we’re ready for you.
Benefits
For a general overview of our benefits, please visit our careers page at https://www.cannondesign.com/careers/benefits