Sr. Service Desk Analyst

CannonDesign; St. Louis (MO); On-site; USD 70,000 - 90,000; Full time

Job summary

CannonDesign located in St. Louis, Missouri is looking for an IT Specialist to manage and administer technology for design solutions in health, education, and business fields. This role involves troubleshooting complex IT issues and providing end-user support.

The ideal candidate will have a Bachelor's degree in Information Technology, 6+ years of IT experience, and strong skills in customer service and communication. The role offers the opportunity to work with various AEC industry applications and to collaborate with IT leadership.

Qualifications

• Minimum 6 years of related IT experience.
• Microsoft Windows desktop and Server certifications preferred.
• Ability to provide technical software, hardware, and network problem resolutions.

Responsibilities

• Provide end user support for local and remote users.
• Monitor Service Desk for tickets and provide daily reports.
• Act as a subject matter expert for AEC industry applications.

Skills

Customer service skills

Troubleshooting

Technical support

Communication skills

Problem resolution

Education

Bachelor degree in Information Technology or related field

Tools

Adobe CS Suite

Autodesk Products

Bluebeam

Rhino

MS Office

Newforma

V-Ray

MS Teams

Deltek VantagePoint

Job description

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 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 escrow 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.

• 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 backup system, provide daily reports, file restores.
• Act as a subject matter expert for AEC industry applications.
• 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, maintenance.
• Review technical manuals, brochures to determine which equipment meets establishment requirements.
• 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.
• Keep updated on technology through technical journals and vendor resources.
• Work with IT personnel, leadership in the design, testing, evaluation of systems.
• Adapt, modify existing hardware and software to meet specific needs.
• 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.

ABOUT YOUR 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.

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 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.