Service Desk Support Specialist

BW Corporate US offers an onsite Service Desk Support Specialist role in Akron, OH where you support internal customers with reliable, high-quality IT assistance. In this regular, full-time position, you will help keep teams productive by resolving PC and mobile device issues, deploying new equipment, and maintaining secure, up-to-date systems. The role is individual contributor with no direct reports and includes frequent overtime, with the flexibility to work beyond 40 hours as needed.

What you’ll do

• Provide world class customer support as the first level of response for incident tickets.
• Accept, troubleshoot, and resolve support issues for internal customers using an incident ticketing system.
• Migrate, upgrade, and deploy PCs and PC images, from setup through rollout.
• Maintain security and compliance on every PC, ensuring the latest security settings, antivirus, and application patches are applied.
• Deploy new equipment to customers, from unpacking to delivery.
• Document resolution steps and customer communication history fully in the incident ticket.
• When appropriate, convert solutions into knowledge base documents to share with other team members.
• Analyze root cause and implement corrective solutions to prevent repeat issues.
• Support global operations by functioning and communicating effectively in a global support team.
• Respond to ticketing incidents by priority and assignment, coordinating with the infrastructure team to support efficient operations.
• Assist with issues related to server-based software products when needed, including working with external resources.
• Monitor PC performance using available tools and provide performance statistics and reports.
• Maintain inventory of all hardware and software, contacting third-party support and PC equipment vendors when necessary.
• Stay current on IT trends and advancements and take on other opportunities as required.

What you bring

• 3+ years of experience minimum (with 3-5 years preferred).
• Associate degree in business administration, computer science, or management information systems.
• Proven analytical and problem-solving abilities with strong troubleshooting skills for IT hardware and software.
• Ability to prioritize and execute tasks in a fast-paced environment.
• Strong written and oral communication and strong customer relationship skills.
• Ability to research software issues and products as required.
• Strong organizational skills with attention to detail.
• A+ certification is desired.
• Experience working in a team-oriented, collaborative environment.

Working details

• Location: Akron, OH (onsite office position).
• Overtime: Frequent overtime; must be available and willing to work more than 40 hours per week, including scheduled and unscheduled overtime.
• Travel: Up to 15% (out of town/overnight) as needed for remote support.
• Physical demands: Sit at a desk and use a computer for prolonged periods; requires close vision, speech, hearing, and dexterity; occasionally lift or move up to 15 pounds.

Technologies: A+ certification, incident ticketing system.