IT Service Desk Analyst

EMR Metal Recycling•Metairie, LA

2d•$28 - $35•Onsite

About The Position

EMR is seeking an IT Service Desk Analyst to support daily operations by resolving technical issues, assisting users, and helping ensure technology runs smoothly. The role provides support for employee hardware, software, networking, telecommunications, system access, desktop equipment, mobile devices, and user-based technology resources. The analyst follows established procedures, escalation processes, and service level agreements; communicates with users through resolution; and maintains accurate ticket, asset, and knowledge base documentation. The position includes first-line service desk rotation, initial onboarding focused primarily on first-line support, and travel for training and support across EMR locations. The employee will attend approximately two weeks of hands-on training at the U.S. headquarters in Camden, New Jersey, within the first month, travel to headquarters quarterly for approximately one week, and visit assigned Southern Region sites at least twice a year. The role also promotes information security by following company policies and escalating potential concerns. EMR describes itself as a metal recycling company focused on providing reliable recycling services while minimizing environmental impact. It recycles ten million tons of material annually into more than 200 types of sustainable raw materials. The company highlights a supportive, inclusive, collaborative workplace and offers paid holidays, PTO, insurance, retirement matching, and career advancement opportunities.

Requirements

At least 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.
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.
Ability to travel to the Camden headquarters quarterly and to assigned Southern Region locations, including visits to each site at least twice annually.

Nice To Haves

Experience with IT ticketing systems.
Experience with VoIP platforms such as Dialpad.
CompTIA A+, Network+, Microsoft, or other relevant technical certifications, or equivalent work experience.

Responsibilities

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, including operating systems, applications, security tools, and required configurations.
Communicate professionally with customers, provide status updates, and follow through until issues are resolved to their satisfaction.
Manage file and print resources and support other user-based technology resources.
Perform basic Microsoft Exchange and Microsoft 365 administration, 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.
Perform Active Directory tasks, including creating users and groups, managing group membership, and supporting access-related requests.
Follow company security policies, protect company systems and data, promote information security awareness, and escalate potential security concerns as appropriate.
Visit local Southern Region sites as part of IT service improvement initiatives, with each site visited at least twice annually.
Provide primarily first-line support during the first three months of employment to learn EMR systems, applications, and processes.
Complete approximately two weeks of hands-on training at EMR’s U.S. headquarters in Camden, New Jersey, within the first month of employment.
Travel to the Camden headquarters quarterly for approximately one week for collaboration, continued training, and team alignment.
Rotate periodically into first-line support to maintain operational knowledge, cover employee absences, and identify improvement opportunities.
Perform other job duties as assigned.