IT Service Desk Analyst Tier 2

EMR USA; Camden (NJ); On-site; USD 41,000 - 45,000; Full time

Job summary

EMR USA is seeking an experienced IT Service Desk Analyst Tier 2 to provide hands-on technical support across the organization from its Camden, NJ location. This role handles more complex hardware, software, access, networking and Microsoft 365 issues, working to resolve them efficiently.

You will rotate with first-line support as needed, support Windows desktops, AD, Exchange, Intune, VoIP, printers and mobile devices, and maintain high-quality ticket documentation per SLA.

Qualifications

• 3+ years of desktop support, service desk support, IT support, or equivalent technical role.
• Experience providing Tier 2 / second-line technical support.
• Strong Windows desktop and laptop troubleshooting experience.
• Experience supporting Microsoft 365 and Microsoft Office.
• Experience with Active Directory, including users, groups, and access.
• Experience with Microsoft Exchange and mailbox administration.
• Experience with Microsoft Intune or another mobile device management platform.

Responsibilities

• Provide Tier 2 technical support for hardware, software, networking, telephone, access, and other technology-related issues.
• Troubleshoot and resolve issues that require technical investigation beyond basic first-line support.
• Own assigned tickets through resolution, providing timely updates and following SLA requirements.
• Diagnose Windows desktop and laptop issues involving hardware, operating systems, applications, peripherals, and connectivity.
• Image, configure, deploy, and maintain laptops and desktop computers.
• Install and configure operating systems, applications, security tools, and required company configurations.
• Support Microsoft 365, including user support, mailbox administration, permissions, and access.
• Perform basic Microsoft Exchange administration, including mailbox creation and permissions.
• Create and manage users, groups, and group memberships in Active Directory.
• Troubleshoot and support mobile devices using Microsoft Intune / MDM.
• Troubleshoot printers, shared drives, file and print resources, and other user technology.
• Support VoIP/telephone systems, including Dialpad or similar platforms.
• Troubleshoot basic network connectivity and issues involving TCP/IP, LAN, and WAN environments.
• Determine when issues require escalation and provide appropriate technical information to other IT resources.
• Maintain accurate ticket documentation, resolutions, asset information, and knowledge-base materials.
• Help identify recurring technical issues and opportunities to improve Service Desk processes.
• Provide professional, clear communication to employees with varying levels of technical knowledge.
• Follow company security procedures and elevate potential security concerns appropriately.
• Periodically visit EMR locations as part of IT service improvement initiatives.
• Rotate into first-line support as needed to maintain knowledge of business processes, provide PTO coverage, and support continuous improvement

Skills

Tier 2 support

Windows troubleshooting

Microsoft 365

Active Directory / Exchange

Intune / MDM

VoIP/telephony

Ticketing systems

Customer service

Problem solving

Tools

Dialpad

Job description

We are looking for an experienced IT Service Desk Analyst Tier 2 to provide hands-on technical support to employees across the organization. This is a Tier 2 position responsible for troubleshooting and resolving more complex hardware, software, access, networking, telephone, and Microsoft 365 issues that require technical knowledge beyond basic first-line support. The ideal candidate has strong desktop support experience, excellent troubleshooting skills, and the ability to independently diagnose and resolve technical problems. You will support Windows computers, Microsoft 365, Active Directory, Exchange, Microsoft Intune, VoIP/telephone systems, mobile devices, printers, and other business technology.

During the first three months, you will spend time supporting first-line Service Desk functions to learn EMR's applications, systems, and business processes. You will also periodically rotate into first-line support to maintain that knowledge, provide coverage, and help identify opportunities to improve the Service Desk. The pay for this position is $30 - 33/hr and would be expected to work Monday through Friday 8am to 5pm with a rotating Saturday schedule of 7am to 1pm.

What You’ll Do

• Provide Tier 2 technical support for hardware, software, networking, telephone, access, and other technology-related issues
• Troubleshoot and resolve issues that require technical investigation beyond basic first-line support
• Own assigned tickets through resolution, providing timely updates and following Service Desk SLA requirements
• Diagnose Windows desktop and laptop issues involving hardware, operating systems, applications, peripherals, and connectivity
• Image, configure, deploy, and maintain laptops and desktop computers
• Install and configure operating systems, applications, security tools, and required company configurations
• Support Microsoft 365, including user support, mailbox administration, permissions, and access
• Perform basic Microsoft Exchange administration, including mailbox creation and permissions
• Create and manage users, groups, and group memberships in Active Directory
• Troubleshoot and support mobile devices using Microsoft Intune / MDM
• Troubleshoot printers, shared drives, file and print resources, and other user technology
• Support VoIP/telephone systems, including Dialpad or similar platforms
• Troubleshoot basic network connectivity and issues involving TCP/IP, LAN, and WAN environments
• Determine when issues require escalation and provide appropriate technical information to other IT resources
• Maintain accurate ticket documentation, resolutions, asset information, and knowledge-base materials
• Help identify recurring technical issues and opportunities to improve Service Desk processes
• Provide professional, clear communication to employees with varying levels of technical knowledge
• Follow company security procedures and elevate potential security concerns appropriately
• Periodically visit EMR locations as part of IT service improvement initiatives
• Rotate into first-line support as needed to maintain knowledge of business processes, provide PTO coverage, and support continuous improvement

What We’re Looking For

• 3+ years of experience in desktop support, service desk support, IT support, or a similar technical support role
• Experience providing Tier 2 / second-line technical support
• Strong Windows desktop and laptop troubleshooting experience
• Experience supporting Microsoft 365 and Microsoft Office
• Experience with Active Directory, including users, groups, group membership, and access
• Experience with Microsoft Exchange and mailbox administration
• Experience with Microsoft Intune or another mobile device management platform
• Working knowledge of TCP/IP, LAN/WAN, and basic network troubleshooting
• Experience supporting VoIP/telephone systems such as Dialpad, 3CX, or similar platforms is preferred
• Experience using an IT service management or ticketing system
• Strong troubleshooting, critical thinking, and problem-solving skills
• Ability to prioritize multiple tickets based on urgency, business impact, and SLA requirements
• Ability to independently investigate and resolve technical issues
• Strong customer service and communication skills
• Ability to explain technical information clearly to non-technical users
• Ability to work independently while also collaborating effectively with the IT team
• Ability to learn new technologies, applications, and processes quickly
• CompTIA A+, Network+, Microsoft certification, or another relevant technical certification is preferred; equivalent hands‑on experience will also be considered

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