IT Operations Analyst - Enterprise Technical Services

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.

• 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.

• 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

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