Sr. Desktop Support Technician

Job Overview

We have an immediate opportunity for a Senior IT Desktop Support Technician 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 the highest level of customer service. The ideal candidate will demonstrate superior problem-solving abilities and possess an extensive background in desktop technologies and infrastructure support. An emphasis on courtesy and customer interaction is required.

Key Job Responsibilities

• Serve as an escalation point for IT Desktop Support Technician, while providing advanced on-site and remote technical support for end-user devices and workplace technologies (including PCs, laptops, tablets, mobile devices, RF guns, printers, and conference room equipment).
• Advanced troubleshooting of hardware, software, and connectivity issues for end users, escalating as needed to analysts to ensure timely resolution.
• Lead the configuration, deployment, and support of endpoint and workplace technologies (PCs, laptops, tablets, mobile devices, RF guns, and conference room systems).
• Execute endpoint deployment and imaging tasks using standardized tools (Intune, SCCM, etc.) and participate in patch validation and software installation under defined procedures.
• Maintain accurate documentation and 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.
• Escalate complex issues to senior support staff or system administrators as needed.
• Support IT team with system rollouts, upgrades, and routine maintenance tasks.
• Monitor/ensure endpoint compliance with corporate standards, security tools, and patching requirements to maintain environment health and security posture.

Qualifications/Requirements

Required Skills

• Education & Experience:
  • High school diploma or equivalent (Associate’s or Bachelor’s degree in IT or related field preferred).
  • Five+ years of experience in IT support, help desk, or related technical role.
  • Relevant certifications (CompTIA A+, Microsoft Certified Desktop Support Technician, etc.) are a plus.
• Travel requirements:
  • Ability to travel to other Komatsu locations as needed; up to 10%.

Preferred Skills

• Advanced knowledge of Windows 11 and MacOS client operating system environments.
• Proficient understanding of Microsoft Office Suite, Office 365, and common business applications.
• Strong working knowledge of networking concepts (IP, DNS, DHCP).
• Excellent time management, problem solving, troubleshooting and multi-tasking ability.
• Experience in a production or manufacturing environment

Additional Information