Tier II IT Support Specialist — Complex Issue Resolution

Marmon Commercial Trailer; West Cedar Rapids (IA); On-site; USD 60,000 - 80,000; Full time

Job summary

Marmon Commercial Trailer 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 with Tier I and IT teams to resolve incidents and improve support processes.

The role requires 2–4 years of experience in help desk or desktop support, strong troubleshooting, and excellent communication. You will support Windows, Microsoft 365, Active Directory, and FreshService, manage user access, and

Qualifications

• 2–4 years of experience in help desk, desktop support, or related IT support role.
• Strong troubleshooting of hardware, software, operating systems, and network connectivity.
• Proficient in Windows operating systems and Microsoft 365.
• Experience with Active Directory.
• Experience using FreshService ticketing system.

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 SLAs.
• Document troubleshooting steps, resolutions, and known issues in FreshService knowledge base.
• Assist with software deployments, system upgrades, and hardware refreshes.
• Provide guidance and technical support to Tier I Help Desk staff.
• Communicate technical information clearly to technical and non-technical users.

Skills

Windows OS

Microsoft 365

Active Directory

FreshService

Customer service

Documentation

Troubleshooting

Communication

Incident management

Tools

FreshService

VPN

Job description

Marmon Commercial Trailer 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 with Tier I and IT teams to resolve incidents and improve support processes.

The role requires 2–4 years of experience in help desk or desktop support, strong troubleshooting, and excellent communication. You will support Windows, Microsoft 365, Active Directory, and FreshService, manage user access, and