Helpdesk Administrator

EnerSys is the global leader in stored energy solutions for industrial applications. We have over thirty manufacturing and assembly plants worldwide servicing over 10,000 customers in more than 100 countries. Worldwide headquarters are located in Reading, PA, USA with regional headquarters in Europe and Asia. We complement our extensive line of Motive Power and Energy Systems with a full range of integrated services and systems. With sales and service locations throughout the world, and over 100 years of battery experience, EnerSys is the power/full solution for stored DC power products. 

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Job Purpose

Investigates and resolves software and hardware problems within the computer user community.  This individual needs to be able to resolve user questions and problems or forward them to the appropriate MIS personnel. Works on special projects as requested and supports other Helpdesk personnel.

This position will work onsite at our Global Corporate headquarters in Reading, PA.

Essential Duties and Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews users to collect information about problems and leads user through diagnostic procedures to determine source of the error.
• Triage problems and determines whether the problem is caused by hardware such as a, computer, network device, printer, cables or telephone or other source.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to the appropriate IT personnel or technical staff.
• Logs and tracks calls using problem management database and maintains history records and related problem documentation.
• Prepares standard statistical reports, such as Help desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Calls software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Writes software and hardware evaluation and recommendations for management review.
• Writes and revises user training manuals and procedures.
• Install and configure PC software and communications applications as needed.
• Provide initial setup and configuration of company purchased PC and laptop systems.  Install at corporate location or ship to field locations as needed.
• Maintain corporate anti-virus software and encryption
• Develops training materials such as exercises and visual displays.
• Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
• Work on special projects as needed.

Qualifications

• Associates degree in related IT field or equivalent work experience
• Be familiar with Microsoft Office software suite applications and installations
• Knowledge of PC hardware configurations
• Knowledge of e-mail systems
• Knowledge of network user administration

General Job Requirements

• This position will work in an office setting, expect minimal physical demands.

 

EnerSys provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  EEO/Minority/Female/Vets/Disabled

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