IT Service Desk Analyst II

Milwaukee, WI
Permanent
Full-time

23 days ago

Job Description:OverviewAbout Enerpac Tool GroupEnerpac Tool Group Corp. is a premier industrial tools, services, technology, and solutions provider serving a broad and diverse set of customers and end markets for mission-critical applications in more than 100 countries. The Company makes complex, often hazardous jobs possible safely and efficiently. Enerpac Tool Group’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 common stock trades on the NYSE under the symbol EPAC. For further information on Enerpac Tool Group and its businesses, visit the Company's website at .Location: Milwaukee, WIWe believe that being in-office together strengthens relationships, builds trust, and fosters teamwork, creating a culture where both careers and our company thrive. Currently, our in-office schedule is Tuesday through Thursday in our beautiful, newly renovated, historic building in downtown Milwaukee at 648 N. Plankinton Avenue. Beginning September 1, 2025, we will transition to an in-office schedule of Monday through Thursday, with Friday as an optional work-from-home day, balancing collaboration and flexibility. Additionally, our dress code is always Business Casual, ensuring a professional yet comfortable work environment.Summary – basic function of the roleThe IT Service Desk Analyst II will be responsible for all of the activities as defined in the IT Service Desk Analyst position and will take on more complex IT problem resolution tickets as escalated by the IT Service Desk Analyst. This role will also oversee smaller scale IT projects as identified and assigned by the department Manager. This role may also be asked to take on/lead small scale IT projects.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 tools such as SCCM for software deployment and system management, and may assist with hardware imaging, patching, and remote access solutions. They will be responsible for 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, 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 ResponsibilitiesDay 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 2, in a timely and professional manner.
Maintain and update desktop image configurations using Microsoft SCCM (Endpoint Configuration Manager) and Intune
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 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 computer cabinets, storage rooms, and PC inventory
Maintain printers, network switches and other IT equipment at the site.
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 (Dell, Cisco, Avaya etc.)
Manage Microsoft Intune (End point management solution) related/requested tasks.
Lead companywide e-mail phishing campaign and addressing/resolving related incidents
Provide white-glove support to VIP users and executives, ensuring minimal disruption and timely resolution of issues

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 SCCM/MECM for patch management, software deployment, and remote administration
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
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.
Ability to work both independently and collaboratively in a team setting
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 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 DemandsEmployee 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 EnvironmentPrimary 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 ReportsNoneKey External Contacts/ClientsVendorsDiversity StatementWe 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.#LI-BG1

Enerpac Tool Group

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