Service Desk Analyst

CannonDesign; Charlotte (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading architecture firm in Charlotte, NC is looking for a Service Desk Analyst to provide technical support to end users. This entry-level position requires 2 years of IT experience and a Bachelor's degree in Information Technology. Responsibilities include troubleshooting issues and maintaining application infrastructure. Ideal candidates will have strong communication skills and knowledge of Microsoft Windows and Office. The firm offers a commitment to equity and inclusion, supporting a diverse workplace.

Qualifications

• Minimum of 2 years of related IT experience.
• Microsoft Windows desktop and Server certifications are preferred but not required.

Responsibilities

• Provide end user support for local and remote users.
• Monitor the Service Desk for tickets.
• Identify areas of operation that need upgraded end-user equipment.

Skills

Strong communication skills

Problem resolution in a user-friendly manner

Self-starter

Knowledge of MS Windows 7/10/11

ITIL knowledge

Education

Bachelor’s degree in Information Technology

Tools

Microsoft Office

VMWare vSphere

Job description

Join to apply for the Service Desk Analyst role at CannonDesign.

If you think your skills, experience and aspirations make you a good match for this position, 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 in the office relative to IT, source answers from vendors and elevate as required within the IT group.

Here’s What You’ll Do

• Provide end user support for local and remote users; about 70% of the responsibilities involve 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 the Service Desk for tickets, monitor backup system, provide daily reports and file restores.
• Consult users to determine present and future needs.
• Identify areas of operation that need upgraded end‑user equipment.
• Monitor system performance, provide security measures, troubleshooting and maintenance.
• Set up, modify user accounts, regulate and monitor file access to ensure confidentiality and proper use.
• Test, evaluate hardware and software to determine efficiency and 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.
• 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; 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 https://www.cannondesign.com/careers/benefits.

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 to solve some of the biggest challenges facing our clients and 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.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Architecture and Planning