IT Help Desk Support Analyst

Komline; Rockford (IL); On-site; USD 36,000 - 43,000; Full time

Job summary

Komline, a leader in separation technologies, seeks an IT Help Desk Support Analyst in Rockford, IL. You will provide hands-on help desk support for Windows 10/11, Microsoft 365, and office equipment, handling tickets from intake to closure and ensuring timely communication.

You will also assist with onboarding, deployments, and cybersecurity practices while coordinating with site teams and vendors to keep systems running smoothly.

Qualifications

• 3+ years in a help desk or desktop support role.
• Troubleshoot Windows 10/11 and Microsoft 365 in a business environment.
• Experience with IT ticketing systems and remote support tools.
• Strong customer service and communication skills.
• Understanding of account admin, MFA, DNS/DHCP, VPN basics.

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 DNS/IP configuration; escalate complex infrastructure issues as needed
• Partner with the IT Help Desk Manager to deploy computers/peripherals, install software, and assist with enrollment, updates, and compliance troubleshooting
• Support onboarding, transfers, and offboarding through access changes, workstation setup, and coordinated handoffs
• Maintain equipment inventory and coordinate hardware shipments, repairs, replacements, and returns with users and vendors
• Use AI tools to create/update knowledge articles and identify recurring issues
• Assist with hardware refreshes, software rollouts, and IT process improvements
• Escalate cybersecurity issues with evidence and follow change control procedures

Skills

Customer service

Communication

Troubleshooting

Incident management

Change management

Education

Bachelor's degree

IT certifications

Tools

Windows

Microsoft 365

IT ticketing systems

Remote support tools

PowerShell

Microsoft Intune

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Help Desk Support Analyst

Rockford, IL, US

3 days ago Requisition ID: 1364

Salary Range: $26.00 To $31.00 Hourly

About Komline

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

• 3+ 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 elevate issues when necessary

Preferred Qualifications

• 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