Helpdesk Support Services Specialist II

CPM Holdings, Inc.•Saint Charles, MO

About The Position

The Desktop Support Specialist II provides advanced end-user support across CPM’s global enterprise, ensuring reliable system performance and a consistent technology experience for employees worldwide. This role operates within Corporate IT and supports all CPM sites, business units, and functions, with a strong focus on enterprise standards, security, and global alignment. This position requires an independent, service-oriented professional with strong technical expertise who can effectively support users across regions and time zones while contributing to company-wide IT initiatives.

Requirements

Strong working knowledge of computer hardware, peripherals, operating systems, and enterprise software
Solid understanding of networking fundamentals
Proven ability to troubleshoot complex technical issues independently
Strong organizational skills with consistent follow-through
Clear and professional communication across regions and time zones
Ability to manage multiple priorities in a global support environment
Enterprise-first mindset with strong ownership and accountability

Nice To Haves

Bachelor’s degree in Computer Science, Computer Engineering, or a related field preferred
Equivalent experience, including military technical training or hands-on IT support experience, will be considered
Prior experience in a desktop or end-user support role strongly preferred

Responsibilities

Provide Tier II technical support for complex hardware, software, and connectivity issues.
Diagnose and resolve escalated issues involving operating systems, devices, peripherals, and enterprise applications.
Perform root cause analysis and ensure issues are fully resolved and documented.
Configure, image, and deploy user workstations and peripherals (monitors, docking stations, printers, headsets, etc.).
Ensure devices are compliant with CPM standards and ready for productive use.
Maintain and validate hardware functionality.
Install, configure, and support enterprise-standard software in alignment with Corporate IT specifications.
Provision and manage user environments.
Add, modify, and disable user accounts in Active Directory and Office 365 following established CPM controls and processes.
Enforce CPM IT security and data privacy standards.
Support license management and ensure systems remain compliant with corporate policies.
Create and maintain technical documentation, procedures, and user guidance.
Support user adoption of new tools, systems, and enterprise initiatives.
Participate in cross-site and enterprise-wide IT projects, including acquisitions and site assessments.
Coordinate with local site contacts while maintaining alignment with corporate IT direction and standards.