Help Desk Support Services Specialist II

Role Title: Help Desk Support Services Specialist II Location: Harlan, Iowa Position Summary 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. Key Responsibilities Advanced End‑User Support 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 Device & User Setup 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 Hardware & Software Management Maintain and validate hardware functionality Install, configure, and support enterprise‑standard software in alignment with Corporate IT specifications User Account Administration Provision and manage user environments Add, modify, and disable user accounts in Active Directory and Office 365 following established CPM controls and processes Security & Compliance Enforce CPM IT security and data privacy standards Support license management and ensure systems remain compliant with corporate policies Documentation & User Enablement Create and maintain technical documentation, procedures, and user guidance Support user adoption of new tools, systems, and enterprise initiatives Project & Global Support 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 Required Skills & Competencies 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 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 Work Style Expectations 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 #J-18808-Ljbffr