Service Desk Analyst

Cannon Design

Charlotte, North Carolina

Full Time

Posted March 2, 2026

Not Specified

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Job Description

This role involves providing first-line technical support to end users, managing IT infrastructure, troubleshooting hardware and software issues, and supporting application and network systems within an office environment, primarily focusing on user support and system maintenance.

Key Responsibilities

Provide first-line technical support to end users and escalate complex issues as needed
Administer and support office applications, including configuration and maintenance
Monitor Service Desk tickets, backup systems, and generate daily reports
Assist users in determining current and future IT needs
Identify and upgrade end user equipment as necessary
Monitor system performance, implement security measures, and perform troubleshooting and maintenance
Manage user accounts, file access, and permissions to ensure security and confidentiality
Test and evaluate hardware and software for efficiency and reliability
Maintain network peripherals such as printers
Create and modify user accounts and groups in Active Directory

Requirements

Minimum of 2 years of related IT experience is required.
Bachelor's degree in Information Technology or a related field is preferred.
Strong communication skills and innovative thinking are 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 7, 10, 11 desktop operating systems is required.
Knowledge of Microsoft Office applications is required.
Knowledge of VMWare vSphere is required.
Position may require local travel to other sites.
Microsoft Windows desktop and Server certifications are preferred but not required.
ITIL knowledge is preferred.
Physical or operational ability to set-up, modify user accounts, regulate, monitor file access, and maintain peripherals such as printers connected to the network.
Ability to test and evaluate hardware and software to determine efficiency and reliability.
Ability to monitor system performance, provide security measures, troubleshoot, and perform maintenance.
Experience with creating and modifying users and groups in Active Directory, including managing logins, permissions, extensions, mailboxes, and phone systems.