Sr. Service Desk Analyst

CannonDesign has an exciting opportunity for a Senior Service Desk Analyst based in our Los Angeles, CA office. Take a look at the description below. If you think your skills and experience make you a good match for this position, we’d love to hear from you. We’re looking for creative, curious, empathetic people to join our Living-Centered Design movement.

ABOUT OUR FIRM

CannonDesign is an integrated design solutions firm focused on helping people continuously flourish. Whether designing for innovations in health, new scientific discoveries, equity in education or the next big idea in business, we use our Living-Centered Design approach to help organizations realize widespread change. Our ability to design transformational places, plans and strategies is why Fast Company named us a World Changing Company and one of the most innovative design firms in the world.

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. This is an IT generalist position that will support three offices; Los Angeles, Irvine, & San Diego. 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. This position will 

• 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.
• Position may require local travel to other sites in Irvine, CA and San Diego, CA.

ABOUT YOUR QUALIFICATIONS

• Associate 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 7/10 desktop, Microsoft Office, and VMWare vSphere required.
• Knowledge of various software applications such as Adobe CS Suite, Autodesk Products, Skype, Bluebeam, Rhino, Sketchup, Jive, Newforma, Box.net, V-Ray, MS Teams, GoToMeeting Argos, and Deltek Vision is a plus.

The salary range for this position to be filled in one of our California offices is $37.82 to $47.27 per hour. This salary range is the anticipated range of base compensation at the time of the posting. Employees may be eligible for discretionary bonuses. We offer a full benefit package including medical, dental and vision coverage as well as flexible spending account options and voluntary insurances. We have paid time off (PTO), flex-time summer hours, hybrid work options, a 401k plan and employee perk programs. 

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 recognizes the value of diversity in our workforce. We are committed to equal opportunity. We consider all qualified employment applicants without regard to race, religion, color, gender, age, national origin, sexual orientation, gender identity, partnership status, protected veteran status, disability, or any other status protected by federal, state, or local law. Individuals who hold legal work authorization applicable to employment at CannonDesign in the United States will be considered without regard to citizenship/alienage.