Service Desk Analyst

About this role

Ennead, a CannonDesign company, is a distinct practice within CannonDesign focused on transformative projects that elevate civic life and strengthen the public realm. Backed by the resources and reach of a global firm, we partner with the world’s most prominent institutions on landmark projects at every scale across the globe. If you believe you'd be a strong fit for this role, 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 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, other IT and application vendors.

• Monitor Service Desk for tickets, monitor back up system, provide daily reports, file restores.

• 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.

• 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, phone systems.

• Position may require local travel to other sites.

HERE'S WHAT YOU'LL NEED

• Minimum of 2 years of related IT experience 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.

The hourly range for this position is $33.23 to $41.54. This salary range is the range we believe is the anticipated range of possible base compensation at the timing of the posting. We may ultimately pay more or less than the anticipated salary range for the position. Employees may be eligible for discretionary bonuses. We offer a full benefit package including medical, dental and vision coverage and flexible spending account options and voluntary insurances. We have paid time off, flex-time schedules, remote work options and a 401k plan and employee perk programs. For a general overview of our benefits, please visit our careers page at https://www.cannondesign.com/careers/benefits . Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

About Ennead, a CannonDesign company

In 2026, Ennead Architects, recognized as one of the most distinguished firms in the industry, joined CannonDesign. Our firm carries decades of history in civic and cultural architecture, building a body of work that has set the standard for design excellence across generations. That legacy has shaped some of the most significant projects across markets worldwide, earning us recognition from TIME magazine in 2026 as one of the nation's most influential design firms. Ennead is also among the most awarded practices in the profession, with 14 National AIA Honor Awards, the AIANY Medal of Honor and the Smithsonian Institution Cooper Hewitt National Design Award among other honors.

About working here:

• We combine the creative energy of a design studio with the resources and multidisciplinary expertise of a global practice, creating opportunities few firms can match.

• We invest in people as intentionally as we invest in design. You’ll find room to grow here.

• We foster a culture of openness, respect and inclusion where people are empowered to contribute bold ideas.

• We value collaboration across disciplines, roles and perspectives, recognizing that our strongest ideas emerge through shared insight, curiosity and trust.

• We take pride in the pursuit of excellence, bringing rigor, creativity and care to all aspects of our work. We believe each detail offers an opportunity to elevate the impact of what we create.

Please note that candidates can only apply to our positions on our company Careers site. It's not uncommon for scammers to create positions that look legitimate on other sites; never enter your information or apply for CannonDesign positions on any platform. Should an issue arise that you feel we should be aware of, please contact us. Please provide your resume and portfolio when applying.

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.

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