Senior IT Service Desk Analyst Tier 2 Support

EMR Metal Recycling; Camden (NJ); On-site; USD 85,962,000 - 94,558,000; Full time

Benefits offered by this job

Onsite role

Rotating Saturday schedule

Job summary

EMR Metal Recycling is seeking an experienced IT Service Desk Analyst Tier 2 to provide hands-on technical support to employees across the organization. You will troubleshoot complex hardware, software, access, networking, and Microsoft 365 issues, with a focus on Windows desktops and enterprise tools.

During the initial period you will rotate through first-line support to learn EMR's applications and processes. The role is onsite with a regular weekday schedule and some Saturday coverage.

Qualifications

• 3+ years in desktop or service desk support.
• Experience with Windows 10/11, Microsoft 365, AD, Exchange.
• Preferred: CompTIA A+, Network+, or Microsoft certification.

Responsibilities

• Provide Tier 2 hardware, software, and network support.
• Own tickets through resolution with SLA adherence.
• Support Windows devices and Microsoft 365 administration.
• Assist with mobile devices via Intune/MDM.
• Assist with VoIP systems and printers.
• Document resolutions and maintain knowledge base.
• Travel to EMR locations as needed.

Skills

Desktop support

Troubleshooting

Customer service

Communication skills

Ticketing systems

Prioritization

Education

CompTIA A+ / Network+ or Microsoft cert

Tools

Microsoft 365

Active Directory

Exchange

Intune / MDM

VoIP systems

Job description

EMR Metal Recycling is seeking an experienced IT Service Desk Analyst Tier 2 to provide hands-on technical support to employees across the organization. You will troubleshoot complex hardware, software, access, networking, and Microsoft 365 issues, with a focus on Windows desktops and enterprise tools.

During the initial period you will rotate through first-line support to learn EMR's applications and processes. The role is onsite with a regular weekday schedule and some Saturday coverage.