Tier II IT Help Desk Specialist: Complex Issue Solver

Kentucky Trailer; West Cedar Rapids (IA); On-site; USD 48,000 - 60,000; Full time

Job summary

Marmon Commercial Trailer, part of Marmon Holdings backed by Berkshire Hathaway, is seeking a Tier II Help Desk Support Specialist. You will provide advanced technical support for escalated hardware, software, network, and enterprise applications, working closely with Tier I and IT teams.

The role emphasizes strong troubleshooting, professional communication, and documentation in FreshService, with responsibilities for incident resolution, root-cause analysis, and contributing to IT projects.

Qualifications

• 2–4 years in a help desk or related IT support role.
• Troubleshoot hardware, software, and network connectivity.
• Strong knowledge of Windows OS and Microsoft 365.
• Experience with Active Directory and FreshService.

Responsibilities

• Provide Tier II technical support for escalated hardware, software, network, and application issues.
• Troubleshoot complex incidents involving desktops, laptops, and business apps.
• Diagnose connectivity, authentication, and network-related issues.
• Manage user accounts, permissions, and access requests per policy.
• Document steps, resolutions, and known issues in FreshService.
• Support software deployments, system upgrades, and hardware refreshes.

Skills

Strong analytical and troubleshooting

Excellent written and verbal comms

Customer service orientation

Education

CompTIA A+/Network+/Microsoft certs

Tools

FreshService

Microsoft 365

Active Directory

Windows OS

Job description

Marmon Commercial Trailer, part of Marmon Holdings backed by Berkshire Hathaway, is seeking a Tier II Help Desk Support Specialist. You will provide advanced technical support for escalated hardware, software, network, and enterprise applications, working closely with Tier I and IT teams.

The role emphasizes strong troubleshooting, professional communication, and documentation in FreshService, with responsibilities for incident resolution, root-cause analysis, and contributing to IT projects.