Tier II Desktop Support

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As a part of the global industrial organization Marmon Holdings-which is backed by Berkshire Hathaway- you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

Under broad supervision, coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of moderately complex problems or escalation on behalf of customer to appropriate technical personnel.

Supports and maintains effective relationships with users. May develop or document standard operating procedures and customer service guidelines relating to IT support. Role typically requires between 3 and 5 years of experience.

Experienced Tier II Desktop Support Specialist providing advanced technical support for desktops, laptops, peripherals, Microsoft technologies, networking, and enterprise applications in a manufacturing environment. Possesses a working understanding of IQMS ERP / DELMIAWorks and the impact of technology issues on production, inventory, purchasing, shipping, quality, and warehouse operations.

Key Responsibilities

• Provide Tier II support for Windows desktops, laptops, workstations, printers, scanners, mobile devices, and related peripherals.
• Troubleshoot hardware, software, operating system, application, network, connectivity, and user-access issues.
• Support Windows 11, Microsoft 365, Outlook, Teams, Office, Active Directory, and other enterprise applications.
• Manage user accounts, permissions, workstation configurations, software installations, and application access.
• Troubleshoot VPN, Wi-Fi, TCP/IP, DNS, DHCP, printing, scanning, and network connectivity issues.
• Provide end-user support for IQMS ERP / DELMIAWorks, including basic application, workstation, access, printing, and connectivity issues.
• Maintain a working knowledge of IQMS processes including manufacturing, production, inventory, purchasing, receiving, shipping, quality, and warehouse operations.
• Coordinate with ERP, network, infrastructure, security, and application teams to resolve complex issues.
• Document, prioritize, track, and resolve incidents through an IT service-management/ticketing system.
• Perform root-cause analysis and identify recurring technical or application issues.
• Support user onboarding, workstation deployments, hardware refreshes, software upgrades, and IT projects.
• Maintain technical documentation, knowledge-base articles, procedures, and asset records.
• Provide professional, customer-focused support to manufacturing, warehouse, office, and management users.
• This role is on-site and requires occasional travel to other facilities as needed.

Core Skills

• Desktop: Windows 10/11, Microsoft 365, Office, Outlook, Teams, Active Directory, Group Policy, Hardware, Printers, Scanners, Workstations
• Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi, Network Connectivity, Remote Support
• ERP: IQMS ERP, DELMIAWorks, Manufacturing Applications, ERP User Support, Production, Inventory, Purchasing, Shipping, Receiving, Quality, Warehouse
• IT Support: Tier II Troubleshooting, Incident Management, ITSM/Ticketing, Hardware Deployment, Software Installation, Root-Cause Analysis, Documentation, End-User Support

Ideal Candidate

A hands-on Tier II Desktop Support professional with strong troubleshooting and customer-service skills and a practical understanding of IQMS ERP / DELMIAWorks. The ideal candidate can support both traditional IT infrastructure and the technology used by critical manufacturing and operational teams, while effectively collaborating with ERP, infrastructure, network, and security teams.

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.