IT Service Desk Analyst - Enerpac Tool Group

ENERPAC - Who we are?

Enerpac Tool Group is a premier industrial tools and services company serving a broad and diverse set of customers in more than 25 countries. The Company's businesses are global leaders in high pressure hydraulic tools, controlled force products and solutions for precise positioning of heavy loads that help customers safely and reliably tackle some of the most challenging jobs around the world. The Company was founded in 1910 and is headquartered in Menomonee Falls, Wisconsin. Enerpac Tool Group trades on the NYSE under the symbol "EPAC".

Our vision is to be our customer's preferred partner through relentless innovation of industrial tools and services that help them safely and reliably tackle their toughest jobs around the world.

For further information on Enerpac Tool Group and its businesses, visit the Company's website at https://www.enerpactoolgroup.com/ .

Summary - basic function of the role

The IT Service Desk Analyst is responsible for providing technical support globally to internal customers via phone, Teams, email, and in-person. The IT Service Desk Analyst works as a member of a team to provide/oversee 1st and 2nd level problem solving and training for end users; manages the system imaging process; solving printer issues, basic switching, networks; maintains inventory of systems and licenses; creates and maintains procedures and documentation for IT Systems support personnel; and, in general, ensures desktop systems efficiency and integrity.

The analyst will diagnose and resolve technical issues, perform root cause analysis, escalate complex issues, and ensure timely resolution of all requests. The IT Service Desk Analyst will document all incidents and service requests in the ticketing system, maintain accurate inventory records, and ensure that all equipment is up to date and working properly.

This position must develop and maintain good working relationships, resolve problems, a strong technical aptitude, and positively influence others in order to successfully produce customer satisfaction.

Shift: Monday - Friday; 9:00 - 6:00 pm or 07:00 AM - 4:00 pm; flexible and be available to work on weekends to provide global support when it's required*

Job Duties and Responsibilities

Day to Day Support:

• Install, relocate and/or upgrade PC/software, peripherals, and other devices to satisfy business and/or end-user requirements
• Maintaining the Inventory
• Respond to all incidents and service requests level 1 and 2, in a timely and professional manner.
• Document all incidents and service requests in the ticketing system
• Be the primary contact for local IT related issues and work with level 3 and 4 system administrators to escalate problems that cannot be solved at Level 2.
• Minimize equipment failures through proper design/setup of standardized desktop systems and processes
• Work with the Infra Team Lead to determine strategic direction for the desktop environment, including the evaluation and testing of new technologies
• Assist in the development and implementation of IT policies and procedures.
• Maintain computer cabinets, storage rooms, and PC inventory
• Maintain printers, network switches and other IT equipment at the site.
• Ensure effective communication between team and the rest of the IT organization, including status reports of projects and/or systems issues
• Communicate and coordinate with outside vendors relating to desktop and peripheral support (Dell, Cisco, Avaya etc.)
• Manage Microsoft Intune (End point management solution) related/requested tasks.

Education and Experience

Education Requirements:

• Minimum of Associate's degree in IT or related field required
• Certifications in relevant technical areas are preferred (e.g. A+, Network+, ITIL, MCSE, Azure Fundamentals etc.)

Experience Requirements:

• 2-4 years in a technical support role.
• End Point management experience such as Intune
• Strong Customer Service experience
• Strong troubleshooting skills and ability to identify steps for resolution
• Strong verbal and written communication skills which is geared towards resulting in an exceptional customer satisfaction. Able to establish effective working relationships with customers, co-workers and administration.
• Strong knowledge of Microsoft Windows and Microsoft Office Suite
• Experience with Active Directory and Microsoft O365 Services
• Must have the ability to work closely with both end-users and IT staff in providing solutions to system problems.
• Must have exceptional verbal, written and communication skills, as well as have good public relations skills.
• Must have commitment to ongoing education, certification and development of self and others.

The IT Service Desk Analyst plays a vital role in maintaining and supporting the organization's technical infrastructure. The analyst must possess excellent communication skills, technical abilities, and a customer service-oriented mindset. The IT Service Desk Analyst should have experience working with global customers and possess strong analytical and problem-solving skills. The candidate should also be able to work independently as well as part of a team.

Physical Demands

Employee may have to lift documents/work materials up to 30 pounds in weight. Employee will have to be able to walk/climb to a variety of primary work locations, including traveling by air/auto to remote sites. Employee will need to listen, understand, and speak with team members in person, telephonically, and electronically at all levels within a diverse workforce and with supported organizations. Employee is able to work in front of a personal computer and telephone for long periods of time.

Work Environment

Primary work environment is temperature-controlled office setting but may also be visiting different manufacturing facilities where following appropriate safety protocols at the location would be required. Employee will be exposed to low levels of noise in an office.

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Direct Reports

None

Key External Contacts/Clients

Vendors

Diversity Statement

We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We will ensure your application is fairly considered and if hired, you will have an equitable opportunity to give your best at work, not because we're required to, but because it's the right thing to do. Enerpac Tool Group will provide reasonable accommodations within the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, reach out to our Talent Acquisition Team for additional information.

The above statements reflect the general details necessary to describe the principle functions of the job described and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

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