IT Service Desk Analyst

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!

Position Overview:

We are seeking an experienced and customer-focused IT Service Desk Analyst to join our IT team. In this role, you will be responsible for providing first-line technical support to our employees, troubleshooting a wide range of IT issues, and ensuring that all incidents are resolved promptly. You will also play a key role in improving our IT processes and contributing to the overall success of the IT department.

Key Responsibilities:

• Provide Technical Support: Serve as the first point of contact for IT-related issues, responding to and resolving incidents and service requests via phone, email, and in-person.
• Troubleshoot and Resolve Issues: Diagnose and resolve hardware, software, network, and system-related issues, ensuring minimal disruption to users.
• Incident Management: Accurately log and prioritize incidents in the IT service management system, ensuring that all tickets are tracked and resolved within agreed service levels.
• Escalation: Escalate complex or unresolved issues to higher-level IT support teams, providing detailed information to facilitate swift resolution.
• User Account Management: Assist with the creation, modification, and deletion of user accounts, including password resets and access rights management.
• System Monitoring: Monitor key IT systems and applications to identify potential issues before they impact users, taking proactive steps to prevent downtime.
• Documentation: Maintain up-to-date documentation of IT processes, troubleshooting guides, and solutions to common issues.
• Collaboration: Work closely with other IT team members to implement new technologies, system upgrades, and continuous improvement initiatives.
• Training and Support: Provide basic training to users on IT systems, best practices, and new technologies as needed.
  
  

Qualifications:

• Education: A degree in Information Technology, Computer Science, or a related field is preferred.
• Experience: 1-3 years of experience in an IT support or service desk role.
• Technical Skills: Strong knowledge of Windows and Mac operating systems, Microsoft Office applications, Active Directory, and common networking protocols. Experience with IT service management tools (e.g., ServiceNow, Jira) is a plus.
• Problem-Solving: Excellent analytical and troubleshooting skills, with the ability to diagnose and resolve technical issues quickly and effectively.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: A strong customer-oriented mindset, with a focus on delivering high-quality support and ensuring user satisfaction.
• Teamwork: Ability to work collaboratively with other IT professionals and departments to achieve common goals.
• Time Management: Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
  
  

If you are a skilled IT professional with a passion for technology and a commitment to delivering excellent service, we encourage you to apply. Join EMR and be part of a team that makes a difference.

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.

• E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve lawful workforce.