IT Service Desk Analyst Tier 2

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. The pay for this position is $30 - 33/hr and would be expected to work Monday through Friday 8am to 5pm with a rotating Saturday schedule of 7am to 1pm.

What You'll Do

Provide Tier 2 technical support for hardware, software, networking, telephone, access, and other technology-related issuesTroubleshoot and resolve issues that require technical investigation beyond basic first-line supportOwn assigned tickets through resolution, providing timely updates and following Service Desk SLA requirementsDiagnose Windows desktop and laptop issues involving hardware, operating systems, applications, peripherals, and connectivityImage, configure, deploy, and maintain laptops and desktop computersInstall and configure operating systems, applications, security tools, and required company configurationsSupport Microsoft 365, including user support, mailbox administration, permissions, and accessPerform basic Microsoft Exchange administration, including mailbox creation and permissionsCreate and manage users, groups, and group memberships in Active DirectoryTroubleshoot and support mobile devices using Microsoft Intune / MDMTroubleshoot printers, shared drives, file and print resources, and other user technologySupport VoIP/telephone systems, including Dialpad or similar platformsTroubleshoot basic network connectivity and issues involving TCP/IP, LAN, and WAN environmentsDetermine when issues require escalation and provide appropriate technical information to other IT resourcesMaintain accurate ticket documentation, resolutions, asset information, and knowledge-base materialsHelp identify recurring technical issues and opportunities to improve Service Desk processesProvide professional, clear communication to employees with varying levels of technical knowledgeFollow company security procedures and escalate potential security concerns appropriatelyPeriodically visit EMR locations as part of IT service improvement initiativesRotate into first-line support as needed to maintain knowledge of business processes, provide PTO coverage, and support continuous improvement

What We're Looking For

3+ years of experience in desktop support, service desk support, IT support, or a similar technical support roleExperience providing Tier 2 / second-line technical supportStrong Windows desktop and laptop troubleshooting experienceExperience supporting Microsoft 365 and Microsoft OfficeExperience with Active Directory, including users, groups, group membership, and accessExperience with Microsoft Exchange and mailbox administrationExperience with Microsoft Intune or another mobile device management platformWorking knowledge of TCP/IP, LAN/WAN, and basic network troubleshootingExperience supporting VoIP/telephone systems such as Dialpad, 3CX, or similar platforms is preferredExperience using an IT service management or ticketing systemStrong troubleshooting, critical thinking, and problem-solving skillsAbility to prioritize multiple tickets based on urgency, business impact, and SLA requirementsAbility to independently investigate and resolve technical issuesStrong customer service and communication skillsAbility to explain technical information clearly to non-technical usersAbility to work independently while also collaborating effectively with the IT teamAbility to learn new technologies, applications, and processes quicklyCompTIA A+, Network+, Microsoft certification, or another relevant technical certification is preferred; equivalent hands-on experience will also be considered

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