Service Desk Analyst

Cannon Design; St. Louis (MO); On-site; USD 52,000 - 78,000; Full time

Job summary

CannonDesign is seeking an IT generalist to provide first-line technical support to end users and escalate complex issues. You will help administer the technology designers rely on and support applications across health, education and business sectors.

The role involves acting as an application owner, coordinating with vendors, and ensuring system reliability. This position requires strong communication, the ability to learn a broad range of IT tasks, and may require local travel to other sites.

Qualifications

• 2+ years of related IT experience required.
• Bachelor's degree in Information Technology or related field preferred.
• Microsoft Windows desktop/server certifications preferred but not required.
• Strong communication skills and the ability to resolve technical issues in a user-friendly manner.
• Self-starter who can manage multiple issues and prioritize deadlines.

Responsibilities

• Provide end user support for local and remote users, handling 1st-3rd line tickets.
• Support applications, configurations, and maintenance of architecture/engineering apps; act as application owner.
• Monitor Service Desk, backups, and daily reports; perform file restores.
• Consult with users to determine current and future needs.
• Identify areas needing updated end-user equipment and improved security.

Skills

End user support

Windows OS

Active Directory

ITIL knowledge

Communication skills

Troubleshooting

Education

Bachelor's degree in Information Technology

Tools

VMware vSphere

Microsoft Windows Server

Job description

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 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 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.