Tier II Help Desk Support

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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 the Role
• 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 careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.