Senior Desktop Support Technician - 2nd Shift

The Senior Desktop Support Technician role is an onsite-and-remote 2nd Shift position within Komatsu America Corp.’s Enterprise Technology Services (ETS) organization. Based out of the Ripley, TN facility, this role supports the Franklin location and other ETS-supported sites, acting as an escalation resource for advanced endpoint and workplace technology issues. You’ll handle complex troubleshooting, assist with regional support needs, and help drive consistency and reliability across the employee technology experience.

Role focus

• Advanced endpoint and workplace support: Provide onsite and remote technical support for the Franklin location, covering enterprise endpoints, applications, peripherals, conference-room technologies, mobile devices, and other workplace tools, with responsibility for escalations tied to complex issues.
• Regional and enterprise coverage: Support beyond Franklin through remote troubleshooting, ServiceNow queue assistance, onsite travel when needed, and temporary coverage aligned to business and operational requirements.
• Advanced troubleshooting and root-cause analysis: Lead diagnosis for hardware, software, endpoint, connectivity, and application problems, coordinating with Infrastructure, Enterprise Networking Services, Security, Architecture, application teams, and other IT groups when issues extend beyond ETS ownership.
• Technology deployments and lifecycle initiatives: Support enterprise endpoint replacements, operating-system upgrades, application deployments, and workplace technology changes, including acting as a technical lead or onsite point of contact for assigned deployments.
• Documentation and knowledge management: Develop and maintain technical documentation, knowledge articles, procedures, and end-user materials, and identify opportunities to improve support processes and operational efficiency.
• Mentorship: Provide technical guidance and mentorship to Enterprise Support Technicians by supporting escalations and reinforcing consistent technical and customer-service practices across ETS.
• Continuous improvement: Participate in technology evaluations, pilots, and improvement initiatives focused on endpoint reliability, supportability, security, and the overall employee technology experience.

What you bring

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

Technologies you’ll work with

• Windows operating systems
• Microsoft 365
• ServiceNow
• Intune
• SCCM
• Microsoft Certified: Endpoint Administrator Expert
• Azure Administrator Associate
• CompTIA Security+
• ITIL

Compensation and location

• Location: Ripley, TN (onsite)
• Salary: USD 49,100 - 61,400 per year
• Hiring range note: Starting pay is $50,000; the final offer will consider factors including experience and location.

Benefits

• Health benefits: Medical, dental, vision, HSA, wellness programs, etc.
• 401k and/or employee savings programs
• Employee time off (vacation and designated holidays)
• Employee and family assistance programs
• Disability benefits
• Life insurance
• Employee learning and development programs

About Komatsu

Komatsu develops and supplies technologies, equipment, and services for the construction, mining, forklift, industrial, and forestry markets. Headquartered in Tokyo, Japan, Komatsu employs more than 64,000 people worldwide and operates in more than 140 countries. For more than a century, the company has focused on creating value for customers through manufacturing and technology innovation.

EEO Statement: Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer.