IT Service Desk Analyst Tier 2

EMR Group•Camden, NJ

3d•Onsite

About The Position

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.

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

Nice To Haves

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 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