Tier II Help Desk Support

R. C. TWAY COMPANY, LLC; West Cedar Rapids (IA); On-site; USD 60,000 - 75,000; Full time

Job summary

Marmon Commercial Trailer in the United States is hiring a Tier II Help Desk Support Specialist to provide advanced technical support for end users, resolving escalated hardware, software, network, and application issues. You will work with Tier I and other IT teams to diagnose complex problems while maintaining professionalism and strong customer service.

This role emphasizes troubleshooting, documentation, and adherence to SLAs, with responsibilities including deployments, upgrades, and user

Qualifications

• 2-4 years of help desk or desktop support experience.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Experience with Active Directory and user management.
• Experience using FreshService ticketing system.
• Excellent written and verbal communication skills.

Responsibilities

• Provide Tier II support for escalated hardware, software, network, and app issues.
• Troubleshoot complex incidents across desktops, laptops, mobiles, printers, and apps.
• Diagnose connectivity, authentication, and network problems.
• Support Windows, Microsoft 365, AD and enterprise systems.
• Manage user accounts, permissions, passwords, and access requests.
• Monitor and resolve tickets within SLAs.
• Document steps and resolutions in FreshService and KB.
• Assist with deployments, upgrades, and IT projects.
• Mentor Tier I staff on technical issues.

Skills

Troubleshooting

Customer Service

Communication

Multi-tasking

Incident escalation

Education

CompTIA A+

Network+

Microsoft 365 Certification

Tools

FreshService

Active Directory

Microsoft 365

Windows OS

Job description

Marmon Commercial Trailer

As a part of the global industrial organization Marmon Holdings- you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best. The Tier II Help Desk Support Specialist provides advanced technical support to end users, resolving escalated hardware, software, network, and application issues that cannot be resolved by Tier I support. This role requires strong troubleshooting skills, customer service, and the ability to diagnose and resolve complex technical issues while maintaining a high level of professionalism. The Tier II Specialist works closely with Tier I support, infrastructure, application, and other IT teams to resolve incidents, identify recurring issues, and improve overall support processes.

Key Responsibilities

• 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 service-level agreements (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.

Required Qualifications

• 2-4 years of experience in help desk, desktop support, or a related IT support role.
• Demonstrated experience troubleshooting hardware, software, operating systems, and network connectivity.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Experience with Active Directory.
• Experience using the IT service ticketing system FreshService.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple incidents and requests.
• Strong customer service orientation and professional communication skills.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certification.
• Experience supporting remote users and multiple locations.
• Familiarity with ITIL principles and service management practices.
• Experience supporting VPN, Wi-Fi, printers, VoIP, and other common enterprise technologies.

Key Competencies

• Technical troubleshooting and problem solving
• Customer service
• Communication
• Incident and ticket management
• Time management and prioritization
• Documentation
• Collaboration and teamwork
• Attention to detail
• Continuous improvement

Success in this position is demonstrated by timely resolution of escalated technical issues, strong customer satisfaction, accurate documentation, effective collaboration with other IT teams, and a proactive approach to identifying and preventing recurring support issues.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class.

If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], and please be sure to include the title and the location of the position for which you are applying.

Welcome to the biggest small business you'll ever find.

Part of Berkshire Hathaway, Marmon is a global industrial organization made of 11 industry groups with 30K employees and $12 billion in annual revenue. As leaders in their respective industries, our 120+ companies thrive on an independent mindset and entrepreneurial spirit. At the same time, they benefit from being part of our industry groups- where they're able to tap into the expertise and insights of other Marmon companies. While we're all unique, we all share a common commitment to doing things that matter, leading at every level, and winning a better way. When you work at Marmon, you're advancing our everyday world and beyond. Our engineering solutions help millions around the world stay connected, healthy, and safe. Wherever you're at in your career, our people and resources will help you go further. As you grow your skills, you can also move up and around our 120+ companies. Work at a place you can stand behind. We show up to win every day, uphold the highest ethical standards, and always look to put each other in the best position to win.