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. You 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 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.

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, otherITand application vendors.
• Monitor Service Desk for tickets, monitor back upsystem, provide daily reports, file restores.
• Consults users to determine present and future needs.
• Identify areas of operation that need upgraded end user equipment.
• Monitorsystemperformance, provide security measures, troubleshooting, maintenance.
• Set-up, modify user accounts, regulating, monitoring 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 mail boxes, phonesystems.
• Position may require local travel to other sites.

HERE'S WHAT YOU'LL NEED

• Minimum of 2 years of relatedITexperience 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.

For a general overview of our benefits, please visit our careers page at

ABOUT OUR 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 provides equal opportunities for all employees, as we strive to connect with communities around us and focus on the future of design. We support equity, diversity, and inclusion efforts that benefit all employees through the leadership of our DEI Council, our Employee Resource Groups which are open to everyone, and other community 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.

As a condition of employment, all employees are expected to complete mandatory training, including compliance training, within required timeframes and adhere to our internal policies and our Code of Conduct.

CannonDesign is an Equal Opportunity Employer. CannonDesign is committed to maintaining a work environment that is free from any and all forms of unlawful discrimination and harassment. It is therefore the firm’s policy to prohibit discrimination and harassment against any applicant, CannonDesign employee, vendor, contractor, or client on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by applicable law. It is also CannonDesign’s policy to prohibit any and all forms of retaliation against any individual who has complained of harassing or discriminatory conduct, or participated in a firm or agency investigation into such complaints.