Help Desk Support Services Specialist II

Role

Title:

Help Desk Support Services Specialist II

Location:

Harlan, Iowa

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.

• 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

• 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

• 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

• Operates as a centralized Corporate IT resource supporting CPM globally
• Maintains a consistent focus on enterprise standards rather than local site preferences
• Demonstrates high ownership from issue intake through resolution
• Trusted to work independently with minimal day‑to‑day supervision