IT Service Desk Analyst - Customer-Focused Tech Support

EMR Group; Metairie (LA); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Paid holidays

PTO

Health insurance

Dental

Vision

401k match

Career growth

Job summary

EMR Group seeks an IT Service Desk Analyst to resolve technical issues, assist users, and ensure smooth IT operations. You will support desktops, Mobility, and office apps, while adhering to security policies and service standards.

Initial training lasts three months, with hands-on sessions at EMR’s U.S. headquarters in Camden, NJ, and quarterly travel for team development and regional site support in the Southern Region.

Qualifications

• Minimum of three years in desktop support, service desk, or similar tech role.
• Experience with Windows devices, Microsoft 365, AD, Exchange, and Intune.
• Experience with IT ticketing systems and VoIP platforms such as Dialpad, preferred.
• CompTIA A+, Network+, Microsoft, or other relevant certifications preferred, or equivalent work experience.

Responsibilities

• Respond to, evaluate, prioritize, and resolve employee technology requests across hardware, software, networking, and access.
• Troubleshoot incidents and requests following procedures, escalation, and SLAs.
• Image, configure, deploy, and support desktops and laptops to company standards.
• Communicate clearly with customers, provide updates, and ensure resolution to satisfaction.
• Manage files and print resources and support other user-based tech resources.
• Perform basic Microsoft Exchange and Microsoft 365 administration tasks (mailboxes, permissions, users).
• Provide desktop support for Microsoft Office products and standard business apps.
• Maintain accurate ticket notes, asset details, and knowledge base docs.
• Set up, support, and troubleshoot mobile devices using Intune MDM.
• Perform Active Directory tasks: create users/groups, manage membership, access requests.
• Promote security awareness by following policies and escalating security concerns.
• Travel to local sites for EMR IT service improvement initiatives (Southern Region: at least twice a year).
• Other duties as assigned.

Skills

Customer service

Troubleshooting

Windows OS

Microsoft 365

Active Directory

Exchange

Intune

Networking basics

Ticketing systems

Tools

Dialpad

Intune

Job description

EMR Group seeks an IT Service Desk Analyst to resolve technical issues, assist users, and ensure smooth IT operations. You will support desktops, Mobility, and office apps, while adhering to security policies and service standards.

Initial training lasts three months, with hands-on sessions at EMR’s U.S. headquarters in Camden, NJ, and quarterly travel for team development and regional site support in the Southern Region.