Tier II IT Support Specialist — Windows & Networking

R. C. TWAY COMPANY, LLC

West Cedar Rapids (IA)

On-site

USD 60,000 - 75,000

Full time

5 days ago

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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.