IT Service Desk Analyst Tier 2

About the role

EMR is one of the world’s leading metal recycling companies with a history spanning decades. At EMR, our employees are the heart and soul of our organization. We are committed to creating a workplace that prioritizes the well-being and safety of everyone. Our company provides a supportive and inclusive community where everyone's ideas and contributions are valued. We believe in teamwork and collaboration. Our mission is to provide our customers with efficient and reliable metal recycling services while minimizing the environmental impact of our operations. EMR recycles ten million tons of material annually, everything from beverage cans to aircraft carriers. We work with a wide variety of metals including copper, aluminum, brass, and stainless steel and can recycle it into more than 200 different types of new sustainable raw materials.

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 escalate 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

Requirements

• 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

Benefits

• Competitive salary
• Comprehensive benefits package including health insurance
• Retirement plans with company match
• Wellbeing benefits
• Employee assistance program

Pay

$30 - 33/hr

Schedule

Monday through Friday 8am to 5pm with a rotating Saturday schedule of 7am to 1pm