IT Service Desk Analyst

":"Overview About Enerpac Tool Group 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 Companys website at https: / / www.enerpactoolgroup.com / Business Contribution 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. What you will do: 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 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. Document all incidents and service requests in the ticketing system 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 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 Manage outside vendors relating to desktop and peripheral support (Dell, Cisco, Avaya etc.) What makes you an ideal candidate: Bachelors degree in Computer Science, Associates Degree, Information Technology or related field 3 + years of experience in a technical support role Experience in providing customer service in a professional manner Ability to develop effective working relationships with customers, co-workers and Administration Strong knowledge of Microsoft Windows and Microsoft Office Suite Experience with Active Directory and Exchange Experience with basic network troubleshooting and hardware support Excellent verbal and written communication skills Strong problem-solving skills Ability to multitask and prioritize tasks in a fast-paced environment Certifications in relevant technical areas are preferred (e.g. A+, Network+, MCSE, Azure Fundamentals etc.) The IT Service Desk Analyst plays a vital role in maintaining and supporting the organizations 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. Enerpac Tool Group Values: Be an ambassador for the businesses and ensure that Enerpac Tool Group Values always come first: SAFETY - Safety is our highest priority and is at the heart of everything we do. INTEGRITY - We will act with honesty and transparency and always do the right thing. OWNERSHIP - We will own our commitments, act with a sense of urgency, and deliver what is expected of us on time, or ask for help early enough. TEAMWORK - We will act as one Enerpac team, operate with an enterprise-wide mindset, and support each other to deliver for our stakeholders. AGILITY - We will act with purpose and speed, and we will adapt quickly to changing circumstances. What we offer Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees. *Benefits & Perks vary by Country. for a unique, exciting career with variety and potential for growth, Enerpac Tool Group offers challenges & extraordinary rewards for people on a global scale. Never Compromise - choose ETG! #LI-AG1","