Customer-Focused IT Help Desk Specialist

Komline; Rockford (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

Komline is seeking an IT Help Desk Support Analyst to provide technical assistance to employees across our locations. You will resolve day-to-day technology issues, manage support tickets, and support equipment setup, user access, and IT service improvements.

The ideal candidate has hands-on troubleshooting experience, strong communication skills, and a commitment to responsive service and timely follow-up, with preference for manufacturing experience and ITIL/CompTIA basics.

Qualifications

• Three years hands-on experience in help desk or desktop support.
• Strong troubleshooting of Windows 10/11 and Microsoft 365 in a business environment.
• Experience with IT ticketing systems and remote support tools.
• Excellent customer service and clear communication skills.
• Familiarity with IT service management (incident, request, problem, change).

Responsibilities

• Provide remote and in-person support for Windows 10/11, Microsoft 365, business apps, printers, and meeting room equipment.
• Manage tickets from intake to closure with thorough documentation and timely updates.
• Troubleshoot Outlook, Teams, OneDrive, SharePoint, and related issues; resolve connectivity problems.
• Assist with device enrollment, software deployments, and onboarding/offboarding workflows.
• Maintain inventory records and coordinate hardware shipments, repairs, and returns.
• Escalate cybersecurity issues with proper evidence and follow change-control procedures.

Job description

Komline is seeking an IT Help Desk Support Analyst to provide technical assistance to employees across our locations. You will resolve day-to-day technology issues, manage support tickets, and support equipment setup, user access, and IT service improvements.

The ideal candidate has hands-on troubleshooting experience, strong communication skills, and a commitment to responsive service and timely follow-up, with preference for manufacturing experience and ITIL/CompTIA basics.