IT Service Desk Analyst

Are you someone who loves solving problems, helping others, and finding solutions to technical challenges? Do you enjoy troubleshooting IT issues and providing exceptional customer service?  If so, EMR has an exciting opportunity for you!

We are seeking an IT Service Desk Analyst to join our team! In this role, you'll play an important part in supporting daily operations by resolving technical issues, assisting users, and helping ensure our technology runs smoothly.

What you'll do

• Respond to, evaluate, prioritize, and resolve employee technology support requests involving hardware, software, networking, telecommunications, and system access.

• Troubleshoot incidents and service requests in accordance with established procedures, escalation processes, and service level agreements.

• Image, configure, deploy, and support desktop and laptop equipment to company standards, ensuring proper installation of operating systems, applications, security tools, and required configurations.

• Communicate clearly and professionally with customers, providing status updates and appropriate follow-through until issues are resolved to satisfaction.

• Manage file and print resources and provide support for other user-based technology resources.

• Perform basic Microsoft Exchange and Microsoft 365 administration tasks, including mailbox creation, permissions management, and user support.
• Provide desktop support for Microsoft Office products and standard business applications.

• Maintain accurate ticket notes, resolutions, asset details, and knowledge base documentation for installation, configuration, deployment, and maintenance procedures.

• Set up, support, and troubleshoot mobile devices using Microsoft Intune Mobile Device Management (MDM).

• Perform Active Directory tasks such as creating users and groups, managing group membership, and supporting access-related requests.

• Promote information security awareness by following company security policies, protecting company systems and data, and escalating potential security concerns as appropriate.

• Expected to visit local sites as part of EMR IT service improvement initiatives (each site within the Southern Region will be visited at least twice a year)

• Perform other job duties as assigned.

Required Skills & Abilities

• Strong customer service, communication, and interpersonal skills
• Excellent troubleshooting, critical thinking, and problem-solving abilities
• Working knowledge of Windows operating systems, Microsoft 365, Active Directory, Exchange, and desktop support
• Basic understanding of TCP/IP, LAN, WAN, and network connectivity
• Ability to prioritize multiple requests, manage time effectively, and meet established service expectations
• Ability to work independently and collaboratively while adapting to new technologies and processes
• Ability to quickly learn and apply new technologies, processes, tools, and support procedures as systems and business needs evolve.

Education & Experience

• Minimum of three years of experience in desktop support, service desk operations, or a similar technology support role.
• Experience supporting Windows devices, Microsoft Office products, Microsoft 365, Active Directory, Exchange, and Microsoft Intune.

• Experience with IT ticketing systems and VolP platforms such as Dialpad, preferred.

• CompTIA A+, Network+, Microsoft, or other relevant technical certifications preferred, or equivalent work experience.

Training, Travel, and Role Expectations

To support onboarding, professional development, and consistent IT service delivery across EMR locations, the following expectations apply:

• Initial Training: During the first three months, the employee will primarily provide first-line support to develop familiarity with EMR systems, applications, and internal processes.
• New Hire Orientation: Within the first month of employment, the employee will complete approximately two weeks of hands-on training at EMR’s U.S. headquarters in Camden, New Jersey.
• Ongoing Team Development: Quarterly travel to the Camden headquarters for approximately one week is expected to support collaboration, continued training, and team alignment.
• Service Desk Support: Periodic rotation into first-line support will be required to maintain operational knowledge, provide coverage during employee absences, and identify improvement opportunities.
• Regional Site Support: Travel to assigned Southern Region locations is required, with each site expected to be visited at least twice annually to support IT service improvement initiatives.

What We Offer

• 8 paid company holidays
• PTO 
• Medical, Dental, and employer paid Vision Insurance
• 401k with employer match
• Career Advancement

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