Desktop Support Specialist

Job Description

Job Description

Koroseal is looking to add a dynamic, customer centric Individual with a strong understanding of technology to join our IT team. This role will serve as a first line of defense to support Creators across our organization. 

The Desktop Support Specialist will be responsible for intaking, troubleshooting & resolving, or escalating end-user technical issues, executing hands-on technical support in our Louisville, KY manufacturing plant location. They will work closely with our Creators to effectively understand how use our corporate technology solutions at an optimal level.

This in-person position reports to the Manager, Business Systems , and operates from our manufacturing plant in Louisville, KY. 5 - 10% annual travel is anticipated to support Koroseal's multi-site operations. 

Key Responsibilities:

· Respond to user inquiries in person, by phone, or via digital channels, guiding them through solutions, maintaining high levels of customer satisfaction, & adhering to defined KPIs. 

· Utilizing an ITSM document issues, resolutions, installations, and processes for future reference. 

· Provide training, documentation, and assistance to help users become proficient with technology. 

· Provide direct technical assistance to users for hardware, software, and peripheral issues. 

· Diagnose and resolve problems with desktop computers, operating systems, printers & connected devices. 

· Perform minor repairs on hardware, software, and peripheral equipment following specifications. 

· Image, configure, deploy and set up new user devices for on-site and remote users.

· Active Directory support includes but not limited to creating, modifying, disabling and modifying accounts and managing user access through AD groups. 

· Support user identity management in Microsoft 365 environment included but not limited to assigning and managing accounts, password resets and account unlock.

· Email support includes but not limited to creating and maintaining email distribution groups.

· Work closely with network engineers, systems analysts, vendors, or other IT personnel to escalate and resolve complex issues. 

· All other duties as assigned. 

Skills & Qualifications

· An associate or bachelor’s degree in information technology, Computer Science, or a related field is commonly preferred or equivalent to hands-on experience. 

· Strong understanding of computer hardware and operating systems, Windows is required; macOS is preferred.

· Working knowledge of Microsoft 365 user admin & license assignment. 

· Familiarity with ITIL Foundation methodologies.

· Strong understanding of industry-standard business systems. Including: Salesforce, Zendesk, & Office Suite.

· Familiarity with Active Directory user and group administration, account management, and related administrative tools. 

· Excellent problem-solving, communication, and customer service skills. 

· Ability to work independently and within a team. 

· Must be able to sit and stand/walk for long periods of time and have the ability to lift to 30lbs safely. 

Koroseal Total Rewards:  

• Vacation time, personal time, and 11 paid holidays
• Medical, Dental, and Vision Insurance, including a Flexible Savings Account 
• Company paid Short Term Disability & Life Insurance, with supplemental options available for employees 
• 401(k) with company match
• Paid training and career development
• Employee well-being benefits including robust EAP offering
• Company events