Help Desk Support Services Specialist II
On-siteWaterloo, Iowa, United States
Job Summary
Provide Tier II technical support for complex hardware, software, and connectivity issues, diagnosing escalated problems involving operating systems, devices, and enterprise applications. Configure, image, and deploy user workstations while enforcing CPM IT security and data privacy standards. Manage user accounts in Active Directory and Office 365, maintain hardware functionality, and create technical documentation. Participate in cross-site IT projects, including acquisitions and site assessments, coordinating with local contacts to align with corporate direction. Operate as a centralized Corporate IT resource supporting CPM globally with a focus on enterprise standards.
Required Qualifications
- 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
Desired Qualifications
- 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
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