IT Service Desk Analyst II - Milwaukee

Overview

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 Milwaukee, 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 II will serve as the first point of contact for all IT support requests and will be responsible for providing day-to-day technical support to end users across the organization

This role 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 II 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.

The analyst will utilize standard deployment tools for software installation and system management, and may assist with hardware imaging, patching, and remote access solutions

The analyst will also be responsible for creating and managing user accounts, assisting with GPO configurations, maintaining accurate IT asset inventories, and ensuring all end-user systems are properly configured and compliant.

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

Location: Milwaukee, WI (HQ)

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*

Pay: $26-$36/HR (Based on Skills and Experience)

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
• Respond to all incidents and service requests (Level 1 and Level 2) in a timely and professional manner
• Support hardware lifecycle activities including asset tagging, warranty repair coordination, device refresh, equipment return, secure disposal, and inventory accuracy
• Create, modify, and manage user accounts and group memberships in Active Directory and Entra, including password resets, account unlocks, and access provisioning & termination
• Assist with GPO configurations and troubleshooting as directed by senior team members
• Deploy and install software applications to end-user devices using approved deployment tools and processes
• Create and maintain knowledge base articles, troubleshooting guides, SOPs, and end-user documentation to improve first-contact resolution and service consistency
• Assist with device imaging, re-imaging, Autopilot provisioning, Intune enrollment, application deployment, and endpoint compliance remediation
• Support, configure, and troubleshoot Microsoft Teams Rooms devices, conference room AV equipment, cameras, microphones, speakers, docking stations, displays, and related meeting room and desk technology
• 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 Level 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 Wintel 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, SOPs, and procedures
• Maintain & manager computer cabinets, storage rooms, and PC inventory
• Perform basic network troubleshooting for end-user connectivity issues, including wired/wireless network access, VPN connectivity, DNS/DHCP-related issues, and escalation to Network/Infrastructure teams when required
• Ensure effective communication between teams and the rest of the IT organization, including status reports on projects and/or systems issues
• Communicate and coordinate with outside vendors relating to desktop and peripheral support (Eg., Other vendors, etc.)
• Manage Microsoft Intune (Endpoint Management solution) related/requested tasks
• Lead companywide e-mail phishing campaign and address/resolve related incidents
• Provide white-glove support to VIP users and executives, ensuring minimal disruption and timely resolution of issues
• Assist with onboarding and offboarding processes, including equipment provisioning, account creation, and access removal
• Assist with endpoint security and compliance activities, including BitLocker, antivirus/EDR agent health, Windows updates, patching, vulnerability remediation, and device compliance reporting
• Own assigned incidents and service requests from initial contact through resolution, ensuring timely follow-up, proper escalation, SLA adherence, and clear communication with end users

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+, MCSE, Azure Fundamentals etc.)

Experience Requirements:

• 3-5 years in a technical support role
• Strong customer service experience
• Strong troubleshooting skills and ability to identify steps for resolution
• Proficiency with software deployment tools, patch management, and remote administration
• Experience with Active Directory & Exchange account management, including user/group creation, modifications, and permissions
• Experience using remote support tools and ITSM/ticketing platforms
• Experience with Windows Autopilot, Intune enrollment, device compliance, and application deployment
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, VLANs, VPN, and Wi-Fi troubleshooting
• Experience with GPO configuration and troubleshooting
• Strong knowledge of Microsoft Windows and Microsoft Office Suite
• Experience with Active Directory and Microsoft 365 Services
• Experience with Microsoft Intune for endpoint management and device compliance
• Excellent written and verbal communication skills, with a focus on customer satisfaction and professionalism
• Ability to work both independently and collaboratively in a team setting
• Must have the ability to work closely with both end-users and IT team in providing solutions to system problems

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 ServiceDesk 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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