Helpdesk Technician

Job Purpose

The IT Technician at Bren-Tronics, part of EnerSys and manufacture of advanced power solutions, provides front line technical support under the direction of the Systems Administrator and IT Manager. This position is responsible for installing, configuring, troubleshooting, and maintaining end-user hardware, software, printers, mobile devices, and basic network connectivity within a regulated manufacturing environment.
The IT Technician serves as the primary on-site support resource for office and production personnel while assisting with workstation deployments, hardware lifecycle management, inventory control, and endpoint support. This position works closely with the Systems Administrator and Enterprise IT teams to ensure reliable operations while following company cybersecurity policies and supporting systems that process ITAR and Controlled Unclassified Information (CUI).

Essential Duties and Responsibilities

• Respond to user requests for technical assistance via phone, email, remote support, and in person.
• Diagnose and resolve hardware, software, Microsoft 365, Windows, printer, peripheral, and basic networking issues.
• Install, configure, image, deploy, and support desktops, laptops, monitors, docking stations, printers, scanners, and mobile devices.
• Configure user accounts, password resets, and basic Active Directory account administration.
• Support production floor computers, barcode scanners, label printers, and manufacturing workstations to minimize production downtime.
• Perform workstation deployments for new hires, employee transfers, and equipment refresh projects.
• Maintain accurate inventory of IT hardware, peripherals, software assets, and equipment assignments.
• Document incidents, troubleshooting activities, and resolutions within the company's IT service management system.
• Coordinate warranty repairs, vendor support, and hardware replacement activities.
• Assist with approved software installations, endpoint security tools, Windows updates, and routine preventative maintenance.
• Escalate server, network, cybersecurity, and infrastructure issues to the Systems Administrator or Enterprise IT teams.
• Follow all company cybersecurity, ITAR, CUI, and data protection policies while supporting users and systems.
• Participate in local IT projects, office moves, technology deployments, and continuous improvement initiatives.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• One to three years of relevant IT support, desktop support, or help desk experience.
• Experience supporting Windows 10/11, Microsoft 365, Active Directory, and standard business applications preferred.
• Experience working in ITAR, CUI, NIST 800-171, or other regulated environments preferred.
• Familiarity with endpoint deployment, workstation imaging, hardware lifecycle management, and asset inventory preferred.
• Effective communication skills, including verbal, written, and active listening.
• Must be familiar with Microsoft Office and Microsoft 365 software suite applications, installations, and end-user support.
• Knowledge of PC hardware configurations, printers, scanners, mobile devices, network user administration, basic networking concepts, endpoint security, backup technologies, and cloud-based technologies.
• Ability to troubleshoot desktop hardware, software, peripheral devices, and basic network connectivity issues while providing excellent customer service.
• Ability to prioritize multiple tasks, adapt to changing priorities, and provide
• Must be willing and able to work occasional overtime, evenings, weekends, and adjusted schedules as needed to support production operations, planned maintenance, equipment deployments, emergency response, and business continuity.
• Ability to lift up to 50 pounds, install computer equipment, and work in office, laboratory, and manufacturing environments as needed. 

General Job Requirements