Service Desk Analyst

Ennead, a CannonDesign company, is a distinct practice within CannonDesign focused on transformative projects that elevate civic life and strengthen the public realm. Backed by the resources and reach of a global firm, we partner with the world’s most prominent institutions on landmark projects at every scale across the globe. If you believe you'd be a strong fit for this role, we encourage you to apply. 

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, other IT and application vendors. 
• Monitor Service Desk for tickets, monitor back up 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, 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, 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. 

 

 

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.