IT Service Desk Analyst II - Milwaukee

Enerpac Tool Group Corp•Milwaukee, WI

1d•Onsite

About The Position

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.

Requirements

Minimum of Associate’s degree in IT or related field required
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 the 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.

Nice To Haves

Certifications in relevant technical areas are preferred (e.g. A+, Network+, MCSE, Azure Fundamentals etc.)

Responsibilities

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