Information Technology Help Desk Support

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

As a pioneering leader in advanced separation technologies, Komline has established a global reputation for engineering excellence. Through innovative design, advanced manufacturing capabilities, and decades of industry experience, we deliver high-quality equipment serving the Water & Process, Agricultural & Renewables, and Industrials markets. With a strong track record of strategic growth and acquisitions, Komline continues to expand its solutions and technical capabilities while maintaining a commitment to innovation and customer satisfaction.

This Opportunity

Komline is seeking a customer-focused IT Help Desk Support Analyst to provide technical assistance to employees across our locations. This role will resolve day-to-day technology issues, manage support tickets through completion, and support equipment setup, user access, and IT service improvements. The ideal candidate brings hands-on troubleshooting experience, strong communication skills, and a commitment to responsive service and timely follow-through.

Responsibilities

• Provide remote and in-person support for Windows 10/11, Microsoft 365, business applications, computers, printers, scanners, docking stations, and meeting room equipment
• Manage support tickets from intake through closure, documenting symptoms, business impact, troubleshooting steps, and resolutions. Prioritize requests and keep users informed throughout the process
• Troubleshoot Outlook and mailbox access, Teams meetings, OneDrive synchronization, SharePoint access, and common application installation or performance issues
• Diagnose wired, wireless, and VPN connectivity issues, including basic DNS and IP configuration problems. Escalate complex or critical infrastructure issues as needed
• Partner with the IT Help Desk Manager to prepare, configure, and deploy computers and peripherals, install approved software, and assist with device enrollment, updates, and compliance troubleshooting
• Support employee onboarding, transfers, and offboarding through approved access changes, workstation setup, user orientation, equipment collection, and coordinated handoffs
• Maintain accurate equipment inventory and assignment records. Coordinate hardware shipments, repairs, replacements, and returns with users, site contacts, and vendors
• Use AI tools to help create and update knowledge articles and user instructions and identify recurring issues and trends
• Assist with hardware refreshes, software rollouts, and IT process improvements
• Escalate suspected cybersecurity issues with clear evidence and troubleshooting notes. Follow identity verification, access approval, confidentiality, and change control procedures

Required

• Approximately three years of hands-on experience in a help desk, service desk, desktop support, or similar end-user IT support role
• Practical experience troubleshooting Windows computers, Microsoft 365 applications, common peripherals, and user account or sign-in issues in a business environment.
• Working knowledge of account administration, multifactor authentication, and basic networking concepts, including IP addressing, DNS, DHCP, wireless connectivity, and VPN access
• Experience using IT ticketing systems and remote support tools, with a consistent approach to documentation, prioritization, escalation, and follow-up
• Strong customer service and communication skills, including the ability to explain technical issues clearly and remain patient when assisting frustrated users
• Strong knowledge of IT service management practices, including incident, request, problem, and change management
• Ability to manage competing priorities, follow documented procedures, handle confidential information appropriately, and escalation issues when necessary

Preferred

• Experience with Microsoft Intune, device enrollment, software deployment, or endpoint compliance troubleshooting, along with familiarity with hybrid identity environments
• Experience supporting a multi-site organization with office, operations, and shop employees.
• Experience in a manufacturing environment
• Familiarity with PowerShell for basic support tasks
• A bachelor’s degree and foundational IT training or certifications, such as ITIL, CompTIA A+, CompTIA Network+, or relevant Microsoft certifications. Equivalent practical experience is also valued

Equal Opportunity Statement: Komline is an EEO Employer- M/F/Vets/Disabled