Sr. Service Desk Analyst

CannonDesign•Saint Louis, MO

About The Position

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 escalate 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 back up system, provide daily reports, file restores. Act as a subject matter expert for AEC industry applications. 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. 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.

Requirements

A minimum of 6 years of related IT experience is required.
Strong customer service skills.
Strong communication skills.
Innovative thinking.
Ability to provide technical software, hardware, and network problem resolutions in a user-friendly professional manner.
Must be a self-starter.
Ability to work well independently.
Ability to manage multiple technology issues.
Ability to prioritize deadlines.
Knowledge of MS Windows 11/10 desktop.
Knowledge of Microsoft Office.

Nice To Haves

Bachelor degree in Information Technology or a related field preferred.
Microsoft Windows desktop and Server certifications are preferred but not 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.

Responsibilities

Administer and manage technology for designers.
Provide advanced technical support, troubleshoot complex issues, and mentor less experienced analysts.
Provide end-user support for local and remote users.
Handle level 1, level 2, and level 3 support tickets and troubleshooting.
Provide application support, configuration, and maintenance of architecture and engineering specific applications.
Act as an application owner between end users, other IT, and application vendors.
Monitor Service Desk for tickets.
Monitor backup systems.
Provide daily reports.
Perform 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, and maintenance.
Review technical manuals and brochures to determine equipment requirements.
Set up, modify user accounts, regulate, and monitor file access.
Test and evaluate hardware and software.
Attend vendor training and study journals to stay updated on technology.
Work with IT personnel and leadership in system design, testing, and evaluation.
Adapt and modify existing hardware and software.
Maintain network server files and back up files.
Maintain peripherals such as printers.
Create and modify users and groups in Active Directory.
Add permissions, modify, and delete extensions, mailboxes, and phone systems.
Perform other duties as assigned.