Tier II Desktop Support

Marmon Holdings, Inc.•Harrisburg, NC

1d•Onsite

About The Position

Marmon Commercial Trailer is seeking an experienced Tier II Desktop Support Specialist to provide advanced technical support for desktops, laptops, peripherals, Microsoft technologies, networking, and enterprise applications in a manufacturing environment. The role includes supporting IQMS ERP / DELMIAWorks and understanding how technology issues can affect production, inventory, purchasing, shipping, quality, and warehouse operations. Under broad supervision, the position coordinates, diagnoses, and troubleshoots employee support requests. It resolves moderately complex issues or escalates them to appropriate technical personnel, maintains effective relationships with users, and may develop or document standard operating procedures and customer service guidelines. The role is on-site and requires occasional travel to other facilities as needed. Following receipt of a conditional offer, candidates must complete additional job-related screening processes as permitted or required by applicable law. Marmon is an equal opportunity employer and will consider all applicants without regard to protected-class membership. Applicants needing reasonable accommodation during the application or recruiting process may email [email protected] and include the position title and location.

Requirements

Typically requires 3 to 5 years of experience.
Experience providing Tier II desktop support and troubleshooting moderately complex technical issues.
Knowledge of Windows 10/11, Microsoft 365, Office, Outlook, Teams, Active Directory, Group Policy, computer hardware, printers, scanners, and workstations.
Knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, network connectivity, and remote support.
Experience or working knowledge supporting IQMS ERP / DELMIAWorks and manufacturing applications.
Understanding of manufacturing, production, inventory, purchasing, shipping, receiving, quality, and warehouse processes.
Knowledge of incident management, ITSM or ticketing systems, hardware deployment, software installation, root-cause analysis, documentation, and end-user support.
Strong troubleshooting and customer-service skills.
Ability to collaborate with ERP, infrastructure, network, and security teams.
Ability to work on-site and travel occasionally to other facilities.

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 working knowledge of IQMS processes involving 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 or 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.
Develop or document standard operating procedures and customer service guidelines relating to IT support, as needed.