Tier 2 IT Service Desk Specialist - Windows, M365 & AD

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

Job summary

EMR IT is seeking an experienced IT Service Desk Analyst Tier 2 to provide hands-on support across the organization. You will troubleshoot complex hardware, software, and networking issues, manage Microsoft 365, AD, Exchange, and Intune, and assist with VoIP systems and mobile devices.

The role includes rotating through first-line support during onboarding, maintaining ticket documentation, following SLAs, and visiting EMR locations as needed. Monday–Friday 8am–5pm with Saturday rotations.

Qualifications

• 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.

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 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

Skills

Windows support

Microsoft 365

Active Directory

Exchange

Intune

TCP/IP networking

VoIP phones

Ticketing system

Analytical thinking

Communication

Tools

Dialpad

3CX

MDM platforms

Job description

EMR IT is seeking an experienced IT Service Desk Analyst Tier 2 to provide hands-on support across the organization. You will troubleshoot complex hardware, software, and networking issues, manage Microsoft 365, AD, Exchange, and Intune, and assist with VoIP systems and mobile devices.

The role includes rotating through first-line support during onboarding, maintaining ticket documentation, following SLAs, and visiting EMR locations as needed. Monday–Friday 8am–5pm with Saturday rotations.