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

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.

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

• Experience working in IT support or a customer service environment
• Experience deploying software and troubleshooting complex technical issues
• Experience supporting Microsoft operating systems and applications
• A strong desire to learn, improve, and take ownership of problems

• Experience troubleshooting audio-visual and collaboration technology in conference or training environments
• Experience supporting users in a complex or enterprise IT environment
• Demonstrated ability to think beyond the immediate issue and improve processes or documentation

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location.

If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Koch creates and innovates a wide spectrum of products and services that make life better. Our work spans a vast number of industries across the world, including engineered technology, refining, chemicals and polymers, pulp and paper, glass, electronics and

many more. Headquartered in Wichita, Kansas, Koch employs about 120,000 employees across the globe.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid…