Technical Support Specialist

Your Job

As a Technical Support Specialist on the Koch Swarm team, you play a direct role in keeping our business moving.

You are not just responding to issues-you are enabling people, improving systems, and helping shape how IT support works across the enterprise.
This is not a script-driven or ticket-closing role.

This is a role for someone who takes pride in solving problems deeply, learning continuously, and making things better than they found them.

A successful Technical Support Specialist:



* Builds trust with end users through ownership, clarity, and follow-through


* Solves problems at the root, reducing repeat issues


* Contributes to a growing body of shared knowledge


* Makes the IT environment easier, faster, and more reliable to work in


* Continuously improves their skills and the systems around them

Our Team

The Koch Swarm team delivers enterprise-wide IT end-user support across all Koch companies globally.

We are a knowledge-centered team that values thinking, learning, and contribution as much as execution.

We operate in a complex environment and expect our team members to think beyond the ticket to improve the environment, challenge existing ways of working, and continuously raise the standard for how support is delivered.

We avoid tunnel vision, focus on root causes, and take ownership for improving outcomes-not just responding to issues.
If you are energized by accountability, change, and meaningful responsibility, this team will stretch and develop you.

This role is not eligible for VISA sponsorship

What You Will Do

In this role, you will own technical issues from first contact through resolution-both onsite and remotely-while contributing to continuous improvement of our support model.

You will:



* Diagnose, troubleshoot, and resolve IT issues for desktops, laptops, and mobile devices via deskside and remote support


* Install, configure, and support Office 365 products, VPN, wireless, and mobility solutions


* Troubleshoot hardware, software, printer, and network connectivity issues


* Apply working knowledge of Active Directory, Group Policy, file shares, DNS, and network permissions


* Handle new software standard exception requests and ensure proper documentation and follow-through


* Troubleshoot and resolve audio-visual issues in conference and training rooms


* Partner with internal teams and external service providers to resolve broader IT infrastructure issues


* Ensure compliance with Koch policies and procedures while applying judgment to support business productivity


* Provide guidance to end users based on documented IT policies and best practices


* Identify recurring issues and contribute knowledge that improves future outcomes

Who You Are (Basic Qualifications)



* Experience working in IT support or a customer service environment


* Experience deploying software and troubleshooting complex technical issues


* Experience ...