Tier II IT Help Desk Specialist — Advanced Support

Kentucky Trailer; Cedar Rapids (IA); On-site; USD 52,000 - 70,000; Full time

Job summary

Marmon Commercial Trailer is seeking a Tier II Help Desk Support Specialist to provide advanced technical support for escalated issues across hardware, software, network, and applications. You will work with Tier I and IT teams to resolve incidents, improve processes, and document solutions.

Ideal candidates will have 2–4 years of IT support experience, strong troubleshooting, and excellent customer service skills.

Qualifications

• 2-4 years of experience in help desk, desktop support, or related IT support role.
• Experience troubleshooting hardware, software, operating systems, and network connectivity.
• Strong knowledge of Windows and Microsoft 365.
• Experience with Active Directory and IT service ticketing system (FreshService).
• Ability to communicate clearly with technical and non-technical users.

Responsibilities

• Provide Tier II technical support for escalated hardware, software, network, and application issues.
• Troubleshoot complex incidents across desktops, laptops, mobile devices, printers, and business apps.
• Diagnose connectivity, authentication, access, and network-related issues.
• Support Windows, Microsoft 365, Active Directory and other enterprise systems.
• Manage user accounts, permissions, passwords, and access requests per policy.

Skills

Windows OS

Microsoft 365

Active Directory

FreshService

Customer service

Communication

Job description

Marmon Commercial Trailer is seeking a Tier II Help Desk Support Specialist to provide advanced technical support for escalated issues across hardware, software, network, and applications. You will work with Tier I and IT teams to resolve incidents, improve processes, and document solutions.

Ideal candidates will have 2–4 years of IT support experience, strong troubleshooting, and excellent customer service skills.