IT Operations Analyst - Enterprise Technical Services

IT Operations Analyst - Enterprise Technical Services

Join Komatsu and Be Part of Something Big!

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

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

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

Diversity & Inclusion Commitment

At Komatsu we come from diverse backgrounds, with unique perspectives, experiences, and contributions. We are committed to creating a workforce that is reflective of the communities we work and live in. We believe that our people are part of our shared purpose. We are authentic, ambitious, and innovative in our pursuit of Diversity & Inclusion. United, we are on a journey towards a sustainable future that creates value together.

Company Information

Komatsu is a world leader in manufacturing construction, mining, forestry, and industrial heavy equipment. Founded in 1921, Komatsu has a long history of quality, reliability, innovation, and excellence. Headquartered in Tokyo, Japan, Komatsu facilities, distributors and dealers are in more than 140 countries and employ more than 60,000 people. Komatsu offers a diverse and challenging work environment, where you can grow your skills and career, and contribute to a sustainable, clean-energy future. If you are looking for a company that values your talent and potential, be a part of something big and join a team that is shaping the world!