Marmon Commercial Trailer

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s 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 toolTroubleshoots 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 ticketsContributes to self-help knowledge baseConsults knowledge base to optimize resolutions and follows through on resolution with customersEscalate support and service requests to other IT teams, as defined by the escalation process within the tracking toolIncreasing ability to resolve tickets on first contactResolve and document resolution in tickets for support and service requests within the established service levelsFollow up with customers, provide feedback and see problems through to resolutionUnderstand the established process of criticality and prioritization for incidents and requestsAnswers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from usersProvide training to users as appropriateMentors, supports and cross-trains other service desk agentsParticipate to help Identify, research and resolve technical problems and confirm success of actions and restoration/establishment of serviceParticipation 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 neededPerforms work on relevant IT assigned projectsPeriodically 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 usersIntermediate printer support: Connecting network printers for users and disabling and enabling printersOrganizational and time management skillsGathering, analyzing, reviewing, categorizing and overseeing ticket assignments for technical support, insuring referral to appropriate level of servicesDiplomacy in dealing with conflict resolutionPC proficiency, Microsoft Office (Word, Excel, Access, Outlook, etc.)Strong interpersonal skills and ability to communicate and collaborate with both business and IT customersAdvanced troubleshooting skillsAct as a liaison between customers and internal support staff to assure accurate problem interpretationMaintain communications with customers during the problem resolution processDemonstrated ability to manage multiple priorities and follow through on customer incidents before closing out the incidentExcellent verbal, written communication and customer service skillsAdding, modifying and troubleshooting users in Active Directory, including the correct group assignmentContact vendor regarding hardware issues

Education and Experience

Associates degree or equivalent industry experienceMinimum 10 years related experienceMinimum 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 one’s feet in an upright position.Talking: expressing or exchanging ideas by means of spoken words.Walking:  moving about on foot.

Pay Range:

48,000.00 - 72,000.00

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 careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.