IT Service Desk Analyst

EMR Group•Metairie, LA

22h•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 responds to employee support requests across hardware, software, networking, telecommunications, and system access, and provides desktop, mobile-device, and user-account support. The analyst communicates with customers throughout issue resolution, maintains tickets and documentation, follows security policies, and supports IT service improvement across Southern Region sites. During the first three months, the employee will primarily provide first-line support while becoming familiar with EMR systems, applications, and internal processes. The role includes approximately two weeks of hands-on training at EMR’s U.S. headquarters in Camden, New Jersey, within the first month, and approximately one week of travel to headquarters each quarter. Periodic rotation into first-line support is required. Travel to assigned Southern Region locations is also required, with each site visited at least twice annually.

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 Camden, New Jersey, for initial training and quarterly team development, and to assigned Southern Region sites 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 clearly and 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 assigned Southern Region sites as part of IT service improvement initiatives, with each site visited at least twice a year.
Complete approximately two weeks of hands-on training at EMR’s Camden, New Jersey headquarters within the first month and travel there quarterly for approximately one week.
Rotate periodically into first-line service desk support to maintain operational knowledge, provide coverage during employee absences, and identify improvement opportunities.
Perform other job duties as assigned.