IT Service Desk Specialist

Based in our Corporate Headquarters in Schaumburg, IL, Mizkan America is a subsidiary of the Mizkan Group, a global, family-owned company that has been Bringing Flavor to Life™ for over 220 years. As one of the leading makers of vinegars, condiments, and sauces in the United States, Mizkan America maintains 12 manufacturing facilities that serve the retail, foodservice, specialty-Asian and food-ingredient trade channels. We are committed to following our two core principles: continuously challenging the status quo and delivering only the finest products for our customers. Our leadership seeks out, embraces, and implements ideas for improvement from all of its employees. Transparency and accountability are two key factors that drive our company’s overall management approach.

We are looking for people who are seeking to deliver their best so that we can deliver ours. Above all, we’re dedicated to maximizing the potential of our greatest assets—our team members. That’s reflected in our ongoing commitment to recruit, develop, reward, and retain our talented, multicultural workforce. We hope to see you as part of our team’s future success!

POSITION SUMMARY:

The IT Service Desk Specialist is a technology professional who focuses on helping customers by delivering excellent technical support to users throughout the organization. Acting as the first point of contact for IT incidents, service requests, and access problems, this position also plays a role in enhancing service desk procedures and improving the overall user experience.

An ideal candidate should have strong skills in technical troubleshooting, clear communication abilities, and a history of effectively supporting enterprise and manufacturing IT environments with little supervision.

Essential Functions:

• Provide Tier 1 and 2 support for hardware, software, network, and applications.
• Diagnose and resolve issues with Windows, Microsoft 365, VPN, printers, mobile devices, and business apps.
• Manage ticketing system, prioritizing tasks based on urgency
• Escalate complex problems to appropriate teams and ensure follow-up.
• Meet SLAs and document all incidents accurately.
• Manage user accounts and access in Entra, Microsoft 365, and enterprise systems.
• Support onboarding, offboarding, and transfers, including hardware and access setup.
• Handle workstation deployment, imaging, and repairs.
• Track Service Desk inventory and document assets and systems.
• Maintain knowledge base articles, SOPs and troubleshooting guides.
• Recommend process or documentation improvements for recurring issues.
• Participate in service desk initiatives for efficiency and customer satisfaction.
• Deliver courteous technical support to users of all skill levels.
• Clearly explain technical issues in simple terms.
• Keep users updated and manage expectations throughout the support process.
• Adhere to IT security policies and best practices.
• Assist with MFA, phishing, endpoint security, and other security requests.
• Support compliance and audits as required.

Key Skills/Competencies:

• Enterprise environment support experience
• Skilled in Microsoft products, Windows 11, Office 365
• Microsoft Intune end user management experience preferred
• Proficient with remote and hybrid support tools
• Customer-focused approach
• Detail-oriented
• Accountable and takes ownership
• Completes tasks urgently and accurately
• Committed to continuous improvement
• Works independently and with teams
• Strong organizational and time management skills
Knowledge of networking principles

Education/Experience/Qualifications/Certifications:

• Possession of an associate or bachelor’s degree in an IT-related discipline, or 3–5 years of relevant professional experience in a comparable position.
• Background supporting enterprise businesses and manufacturing environments
• ITIL Foundation certification or demonstrable knowledge of ITIL best practices.
Additional relevant certifications (such as CompTIA A+, Network+, or Microsoft certifications).

Physical Requirements and Work Conditions:

• Provide support outside business hours when required and participate in on call rotation
• Ability to lift up to 50 lbs.
• Availability for travel assignments (< 20%).

The annual base salary for this position ranges from $58,000.00 to $80,000.00.

Compensation is based on a number of factors including market location and may vary depending on job-related knowledge, skills and experience. Short-Term Incentive and other forms of compensation may also be provided as part of a total compensation package.

A full range of medical, dental, vision, 401K plus up-to-four percent (4%) match, profit sharing, wellness program, paid parental leave, long-term-care insurance, critical accident insurance, short- and long-term disability and education assistance are also available.

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