IT Service Desk Analyst

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Job description

About Us:

EMR is one of the world's leading metal recycling companies with a history spanning decades. At EMR, our employees are the heart and soul of our organization. We are committed to creating a workplace that prioritizes the well-being and safety of everyone. Our company provides a supportive and inclusive community where everyone's ideas and contributions are valued. We believe in teamwork and collaboration.

Our mission is to provide our customers with efficient and reliable metal recycling services while minimizing the environmental impact of our operations. EMR recycles ten million tons of material annually, everything from beverage cans to aircraft carriers. We work with a wide variety of metals including copper, aluminum, brass, and stainless steel and can recycle it into more than 200 different types of new sustainable raw materials.

EMR offers our team a competitive salary and a comprehensive benefits package, including health insurance, retirement plans with company match, wellbeing benefits, employee assistance program and more. Join us and be a part of a team that puts people first!

About the Role: We are seeking a highly motivated and customer-focused IT Service Desk Analyst to join our dynamic IT team. In this role, you will provide essential technical support to employees, ensuring the smooth operation of hardware, software, networking, and telecommunication systems. Your key responsibilities will include imaging and configuring new desktops and laptops, managing mailbox permissions, and ensuring prompt resolution of service tickets. This role requires strong technical knowledge of TCP/IP, LAN, WAN, and at least two years of hands-on desktop and service desk support experience.

Key Responsibilities:

• Respond to and prioritize technical support requests for hardware, software, and networking issues.
• Image and configure desktop and laptop equipment according to company standards.
• Ensure excellent customer communication and follow-up to resolve issues to satisfaction.
• Document and update procedures related to installation, configuration, deployment, and maintenance.
• Promote and maintain information security practices within the business.
• Manage assigned projects and ensure timely completion.

Required Skills and Abilities:

• Advanced knowledge of TCP/IP, LAN, and WAN networking.
• Strong problem-solving, critical thinking, and organizational skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Excellent customer service and interpersonal communication skills.
• Experience working both independently and collaboratively within an IT team.
• Ability to learn and adapt to new processes and technologies quickly.

Qualifications:

• High School Diploma or GED equivalent
• MCP and A+ certifications required.
• Knowledge of ITIL, Citrix, 3CX or other VoIP systems.
• Experience with Microsoft Office 365, Microsoft Entra ID, and Intune.
• Familiarity with supporting proprietary technologies.

EMR USA Metal Recycling provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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