Service Desk Specialist

Marmon Commercial Trailer

As a part of the global industrial organization Marmon Holdingswhich is backed by Berkshire Hathawayyoull be doing things that matter leading at every level and winning a better way. Were committed to making a positive impact on the world providing you with diverse learning and working opportunities and fostering a culture where everyones empowered to be their best.

Onsite 5 days per week.

The Service Desk Level 2 acts as the primary contact for users of IT systems and services. They provide first level support and incident resolution of IT related issues and requests from business units. This involves receiving support and service requests through a wide variety of communication methods e.g. phone fax e-mail web forms etc. The Service Desk also functions tightly as a team to improve processes involved with first level support and incident resolution. They work closely with second level support groups for problem resolution and establishing/maintaining service levels.

Reports to KY Trailer VP Information Technology and actively participates in infrastructure-related projects that are based on providing excellent delivery of support and availability for KY Trailer. Also actively participates in the KY Trailer technology strategy development in conjunction with the KY Trailer VP Information Technology.

Position Accountabilities

• Creates and maintains incidents and service requests in the IT Service Management tool
• Troubleshoots and resolves software hardware operating system and networking problems; repair and recover from hardware or software failures virus infections and other issues and document resolution in incident tickets
• Contributes to self-help knowledge base
• Consults knowledge base to optimize resolutions and follows through on resolution with customers
• Escalate support and service requests to other IT teams as defined by the escalation process within the tracking tool
• Increasing ability to resolve tickets on first contact
• Resolve and document resolution in tickets for support and service requests within the established service levels

• Follow up with customers provide feedback and see problems through to resolution

• Understand the established process of criticality and prioritization for incidents and requests
• Answers evaluates and prioritizes incoming telephone voice mail e-mail and in-person requests for assistance from users
• Provide training to users as appropriate
• Mentors supports and cross-trains other service desk agents
• Participate to help Identify research and resolve technical problems and confirm success of actions and restoration/establishment of service

• Participation in establishment and responsible for compliance with all Corporate IT Policies and Procedures (including change management required practices).
• Provide suggestions and feedback to fellow coworkers and management on system enhancements or process improvements.
• Participates in hands-on desktop/printer/device work as needed
• Performs work on relevant IT assigned projects
• Periodically will act as personnel back-up as it relates to on-site desktop/helpdesk support.
• Reports status of projects and assignments to management on a regular basis.
• Perform other job duties as assigned with a high degree of flexibility and professionalism

Skills/Knowledge Required

• Intermediate analytical and problem solving skills such as use of remote tool to troubleshoot complex incidents and assist users
• Intermediate printer support: Connecting network printers for users and disabling and enabling printers
• Organizational and time management skills

• Gathering analyzing reviewing categorizing and overseeing ticket assignments for technical support insuring referral to appropriate level of services

• Diplomacy in dealing with conflict resolution
• PC proficiency Microsoft Office (Word Excel Access Outlook etc.)
• Strong interpersonal skills and ability to communicate and collaborate with both business and IT customers
• Advanced troubleshooting skills
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation
• Maintain communications with customers during the problem resolution process
• Demonstrated ability to manage multiple priorities and follow through on customer incidents before closing out the incident
• Excellent verbal written communication and customer service skills
• Adding modifying and troubleshooting users in Active Directory including the correct group assignment
• Contact vendor regarding hardware issues

Education and Experience

• Associates degree or equivalent industry experience
• Minimum 10 years related experience
• Minimum 5 years of experience with Microsoft Office

Physical Demands

• Traveling: periodically may be required to travel to remote work sites for on-site assistance and project work (estimated 10% of time)
• Carrying: transporting an object usually by hand arm or shoulder.
• Eye/hand/foot coordination: performing work through using two or more.
• Hearing: perceiving the nature of sounds by the ear.
• Lifting: raising or lowering an object from one level to another routinely up to 35 lbs.
• Sitting: remaining in the normal seated position.
• Standing: remaining on ones feet in an upright position.
• Talking: expressing or exchanging ideas by means of spoken words.
• Walking: moving about on foot.

Pay Range:

48000.00 - 72000.00

We offer a comprehensive benefits package that may include medical dental vision 401k matching and more!

Following receipt of a conditional offer of employment candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process please email your request to and please be sure to include the title and the location of the position for which you are applying.