Senior Desktop Support Technician

Senior Desktop Support Technician

Job Overview The Sr. Enterprise Support Technician is an experienced technical professional responsible for providing advanced onsite and remote support for enterprise endpoints, workplace technologies, and business applications. Based at the Franklin location, this position serves as a senior technical resource for local users while also supporting other locations, enterprise initiatives, deployments, and projects across the broader Enterprise Technical Services organization. The role serves as an escalation point for complex technical issues, partners with other IT teams to drive issues through resolution and helps ensure consistent and reliable technology support across supported locations. The position is expected to operate independently, provide technical guidance to other technicians, and contribute beyond traditional break/fix support through projects, process improvement, documentation, and enterprise technology initiatives.

Key Job Responsibilities Provides advanced onsite and remote technical support for the Franklin location, including endpoints, applications, peripherals, conference-room technologies, mobile devices, and other workplace technologies. Serves as an escalation resource for complex technical issues and helps ensure a reliable end-user experience. (30%) Provides regional and enterprise support beyond the Franklin location, assisting other ETS-supported sites through remote troubleshooting, ServiceNow queue support, onsite travel, and temporary coverage based on business and operational needs. (20%) Leads advanced troubleshooting and root-cause analysis for hardware, software, endpoint, connectivity, and application issues, partnering with Infrastructure, Enterprise Networking Services, Security, Architecture, application teams, and other IT groups when issues extend beyond ETS ownership. (15%) Supports enterprise technology deployments and lifecycle initiatives, including endpoint replacements, operating-system upgrades, application deployments, workplace technology changes, and other regional or enterprise projects. May serve as a technical lead or onsite point of contact for assigned deployments. (15%) Develops and maintains technical documentation, knowledge articles, procedures, and end-user materials while identifying opportunities to improve support processes, consistency, and operational efficiency. (10%) Provides technical guidance and mentorship to Enterprise Support Technicians, sharing knowledge, assisting with escalations, and promoting consistent technical and customer-service practices across ETS. (5%) Participates in technology evaluations, pilots, and continuous-improvement initiatives designed to improve endpoint reliability, supportability, security, and the overall employee technology experience. (5%)

Qualifications/Requirements Education Associate degree in Information Technology, Computer Science, Engineering Technology, or a related field preferred; equivalent combination of education and experience will be considered. Experience 5+ years of progressive IT support experience, including advanced endpoint troubleshooting and user support. Experience supporting engineering, manufacturing, or industrial business environments preferred. Experience supporting geographically distributed users or multiple business locations preferred. Experience working in an enterprise IT environment and collaborating with specialized IT teams such as Networking, Infrastructure, Security, and Applications preferred. Experience with Windows operating systems, Microsoft 365, endpoint management tools, hardware lifecycle management, and enterprise support processes. Proven ability to diagnose and resolve complex technical issues while providing exceptional customer service. Additional Information Certifications Technical certifications highly preferred (e.g., Microsoft Certified: Endpoint Administrator Expert, Azure Administrator Associate, CompTIA Security+, or equivalent enterprise-level certification). ITIL Foundation Preferred Skills Familiarity with endpoint management tools such as Intune, SCCM, or equivalent technologies. Experience supporting users in manufacturing, engineering, or industrial environments. Knowledge of ITIL principles, incident management, and problem management practices.

Hiring Range At Komatsu, your base pay is one part of your total compensation package. This role pays $60,000 - $70,000. The actual offer will consider a wide range of factors, including experience and location. Company Benefits Komatsu provides an extensive and robust employee benefits package that is designed to enhance the well-being of our employees and family members. We embrace a positive and empowering employee experience with a culture that prides itself on a diverse and inclusive environment.