Sr. Service Desk Analyst

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.

Responsibilities

Help administer and manage the technology our designers rely on; 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; Responsible for application support, configuration and maintenance of architecture and engineering specific applications; Monitor Service Desk for tickets, monitor backup 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; 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; 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; Maintain peripherals such as printers; Create and modify users and groups in active directory; May add permissions, modify, delete extensions and mailboxes, phone systems; Other duties as assigned

Requirements

A minimum of 6 years of related IT experience is required.; Strong customer service, communication skills, and innovative thinking is essential; 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 and Microsoft Office is required.

Nice to have

Bachelor degree in Information Technology or a related field; Microsoft Windows desktop and Server certifications; 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