{"id":1660818,"url":"https://alion.io/job/marmon-tier-ii-help-desk-support","title":"Tier II Help Desk Support","company":{"id":5432,"name":"Marmon Holdings","domain":"marmon.com","url":"https://alion.io/company/marmon","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":112,"ghost_share":0,"stale_share":0.946,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cedar Rapids, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":84000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":438},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"VPN","optional":true},{"name":"Wi-Fi","optional":true}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-20T23:28:19Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Marmon Commercial TrailerAs a part of the global industrial organization Marmon Holdings-which is backed by Berkshire Hathaway-you’llbe doing things that matter, leading at every level, and winning a better way. We’recommitted to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’sempowered to be their best.\nThe 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.\nKey Responsibilities\nProvide Tier II technical support for escalated hardware, software, network, and application issues.\nTroubleshoot and resolve complex incidents involving desktops, laptops, mobile devices, peripherals, printers, and business applications.\nDiagnose connectivity, authentication, access, and network-related issues.\nSupport Microsoft Windows, Microsoft 365, Active Directory and other enterprise applications and systems.\nManage user accounts, permissions, password issues, and access requests in accordance with company policies.\nMonitor, update, and resolve tickets within established service-level agreements (SLAs).\nDocument troubleshooting steps, resolutions, and known issues in FreshService system and knowledge base.\nIdentify recurring incidents and assist with root-cause analysis and problem management.\nAssist with software deployments, system upgrades, hardware refreshes, and other IT projects.\nProvide guidance and technical support to Tier I Help Desk staff.\nCommunicate technical information clearly to both technical and non-technical users.\nMaintain a high level of customer service while managing multiple priorities in a fast-paced environment.\nFollow IT security, change management, and support procedures.\nRequired Qualifications\n2-4 years of experience in help desk, desktop support, or a related IT support role.\nDemonstrated experience troubleshooting hardware, software, operating systems, and network connectivity.\nStrong knowledge of Windows operating systems and Microsoft 365.\nExperience with Active Directory.\nExperience using the IT service ticketing system FreshService.\nStrong analytical, troubleshooting, and problem-solving skills.\nExcellent written and verbal communication skills.\nAbility to prioritize and manage multiple incidents and requests.\nStrong customer service orientation and professional communication skills.\nPreferred Qualifications\nCompTIA A+, Network+, or Microsoft certification.\nExperience supporting remote users and multiple locations.\nFamiliarity with ITIL principles and service management practices.\nExperience supporting VPN, Wi-Fi, printers, VoIP, and other common enterprise technologies.\nKey Competencies\nTechnical troubleshooting and problem solving\nCustomer service\nCommunication\nIncident and ticket management\nTime management and prioritization\nDocumentation\nCollaboration and teamwork\nAttention to detail\nContinuous improvement\nSuccess in the Role\nSuccess 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.\nFollowing receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processesas permitted or required by applicable law.\nWe 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 , and please be sure to include the title and the location of the position for which you are applying.","description_format":"text","description_chars":4288,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Plastics & Polymers","Power Grid"],"lifecycle":[{"event":"open","at":"2026-10-02T03:39:45Z"}],"visa":[],"liveness":{"score":51,"band":"ok","label":"Likely open","p_open":1,"p_active":0.562,"p_room":0.9,"age_days":19,"expected_fill_days":33,"reasons":["conf:2","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/marmon-tier-ii-help-desk-support","json_url":"https://alion.io/job/marmon-tier-ii-help-desk-support.json","meta":{"generated_at":"2026-10-21T01:06:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1746,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5432},"rest":"https://alion.io/mcp/rest/get_company?id=5432"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmarmon-tier-ii-help-desk-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmarmon-tier-ii-help-desk-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmarmon-tier-ii-help-desk-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/marmon-tier-ii-help-desk-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmarmon-tier-ii-help-desk-support"}]}