Desktop Support Specialist

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 Medina, OH HQ 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, IT Operations, and operates from our corporate headquarters in Medina, OH. 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, and connected devices.
• Perform minor repairs on hardware, software, and peripheral equipment following specifications.
• Set up and install new desktop systems, cabling, operating systems, and required software.
• Work closely with network engineers, systems analysts, vendors or other IT personnel to escalate & resolve complex issues.
• All other duties as assigned.

Skills & Qualifications:

• Associate or bachelor’s degree in information technology, Computer Science, or a related field is commonly preferred or equivalent hands-on experience.
• Strong understanding of computer hardware, and operating systems, Windows is required, macOS is preferred.
• Strong understanding of industry standard business systems. Including: Salesforce, Zendesk, Office Suite
• Familiarity with Active Directory, 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 ability to lift up to 20lbs safely.

Preferred Certifications:

• Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Certified IT Professional (MCITP/MCSE).
• ITIL Foundation certification — beneficial for environments using ITIL service management practices.
• Additional role dependent certifications (e.g., vendor specific device or network certifications) may be preferred.

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