Tier II Help Desk Specialist - Advanced IT Support

Marmon Holdings, Inc.

Cedar Rapids (IA)

Hybride

USD 55 000 - 75 000

Plein temps

14 jours+

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Résumé du poste

Marmon Commercial Trailer in Cedar Rapids, IA is seeking a Tier II Help Desk Support Specialist to provide advanced technical support for escalated hardware, software, network, and application issues. You will work closely with Tier I, infrastructure, and other IT teams to resolve incidents and improve support processes.

The role emphasizes troubleshooting, professional communication, and adherence to SLAs in a fast-paced environment.

Qualifications

2–4 years of experience in help desk or desktop support.
Troubleshooting hardware, software, operating systems, and network connectivity.
Strong knowledge of Windows operating systems and Microsoft 365.
Experience with Active Directory.
Experience using FreshService ticketing system.
Excellent written and verbal communication skills.
Ability to prioritize and manage multiple incidents.
Strong customer service orientation.

Responsabilités

Provide Tier II technical support for escalated hardware, software, network, and application issues.
Troubleshoot and resolve complex incidents involving desktops, laptops, mobile devices, peripherals, printers, and business applications.
Diagnose connectivity, authentication, access, and network-related issues.
Support Microsoft Windows, Microsoft 365, Active Directory and other enterprise applications and systems.
Manage user accounts, permissions, password issues, and access requests in accordance with company policies.
Monitor, update, and resolve tickets within established SLAs.
Document troubleshooting steps, resolutions, and known issues in FreshService system and knowledge base.
Identify recurring incidents and assist with root-cause analysis and problem management.
Assist with software deployments, system upgrades, hardware refreshes, and other IT projects.
Provide guidance and technical support to Tier I Help Desk staff.
Communicate technical information clearly to both technical and non-technical users.
Maintain a high level of customer service while managing multiple priorities in a fast-paced environment.
Follow IT security, change management, and support procedures.