Job Overview

We have an immediate opportunity for an IT Operations Analyst to work at our South Harbor, Milwaukee location. This role provides advanced technical support for end-user hardware, software, and A/V conference room technologies. The role involves hands-on troubleshooting, system deployment, and cross-functional collaboration to ensure effective and timely support while delivering a high level of customer service. This position acts as a subject matter expert and escalation point for the deskside support team, contributes to process improvements, and uses ITSM tools such as ServiceNow to manage incidents, service requests, and asset tracking. 

Key Job Responsibilities

• Serve as an escalation point for desktop support technicians, offering advanced troubleshooting and problem-solving expertise for complex issues. 
• Troubleshoot and resolve complex technical incidents both onsite and remotely, ensuring timely and effective solutions. This includes, but is not limited to; support for laptops, desktops, tablets, mobile devices, conference room technologies, phone systems, and RF guns. 
• Timely completion of incidents and service requests to repair, deploy, configure, and maintain desktops, laptops, and other IT related equipment. 
• Support and maintain conference room AV systems, including setup and live support for onsite meetings and video conferencing (Zoom, Teams, Webex). 
• Support VIP users and executive staff with a high degree of professionalism. 
• Develop and maintain technical process and procedure documentation, as well as end-user documentation, ensuring clarity and accuracy for technical staff and users alike. 
• Act as an escalation point during the rollout of new client technologies while ensuring smooth transitions and resolving any issues that arise. 
• Collaborate with cross-functional IT teams to ensure adherence to IT policies, security practices, and support standards while supporting infrastructure-related items. 
• Provide engineering support for both operational and project-level hardware and software, contributing to the planning and execution of technology initiatives. 

Qualifications/Requirements

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• Associate or Bachelor’s degree in Computer Science, Information Technology, or related field preferred (or Experience in lieu of) 
• 2-4 years of experience in desktop support or a related IT support role. 
• Strong expertise in troubleshooting and supporting desktop hardware, software, and mobile devices. 
• Experience with conference room AV systems and live meeting support. 
• Advanced knowledge of video conferencing systems, conference room technologies, phone systems, and peripheral devices such as RF guns. 
• Strong customer service skillset 
• Experience in supporting large-scale technology rollouts and deployments. 
• Excellent communication, interpersonal, and documentation skills. 
• Ability to work independently in a fast-paced environment and handle multiple complex tasks. 
• Ability to travel to other Komatsu locations as needed 
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Additional Information

Critical Skills: 

• Expert troubleshooting skills, strong communication skills, advanced problem-solving skills, advanced technical skills, and the ability to effectively communicate technical issues in laymen’s terms both within IT and with users at all levels of the organization