Tier 2 Desktop Support Technician

We are seeking an experienced Tier 2 Desktop Support Technician to join our IT team and provide advanced, hands-on technical support across both office and production environments.

This position is ideal for a desktop support professional who can step into a busy environment, work independently, and quickly become productive. The Tier 2 Technician will resolve escalated technical issues, support Active Directory and business applications, assist with workstation imaging and Windows upgrades, and help the team reduce a significant ticket backlog.

While this position serves as a technical escalation point for Tier 1 support, it remains highly customer-facing. The successful candidate will combine strong technical troubleshooting skills with excellent customer service and communication. Key Responsibilities

• Provide Tier 2 desktop support across approximately 300-350 workstations.
• Serve as a technical escalation point for Tier 1 support.
• Troubleshoot and resolve complex hardware, software, Windows, Microsoft 365, connectivity, and application issues.
• Perform Active Directory administration, including user accounts, permissions, access, and troubleshooting.
• Image, configure, deploy, and troubleshoot Windows 10 and Windows 11 workstations.
• Assist with the organization’s ongoing Windows 10 to Windows 11 migration.
• Troubleshoot application installation, configuration, and end-user application issues.
• Support the organization’s ERP system and other business applications by following technical documentation and independently researching and resolving issues.
• Troubleshoot unfamiliar technical problems and determine appropriate solutions with limited direction.
• Provide hands-on support for production-floor workstations, equipment interfaces, and other technology.
• Work independently through the ticket queue and help reduce the team’s existing backlog.
• Identify recurring technical issues and contribute to process and system improvements.
• Collaborate with systems administrators, network engineers, application developers, database teams, and other IT personnel as needed.
• Maintain accurate documentation and ticket updates in Freshservice.
• Participate in an on-call rotation and occasional Saturday coverage as needed.

• 3+ years of experience in desktop support, help desk, technical support, or a related IT environment.
• Strong experience troubleshooting Windows workstations and Microsoft 365.
• Solid Active Directory and user administration experience.
• Experience imaging, configuring, deploying, or upgrading Windows workstations.
• Strong hardware and peripheral troubleshooting skills.
• Experience troubleshooting Wi-Fi, VPN, connectivity, and other desktop networking issues.
• Experience troubleshooting and installing business applications.
• Ability to research and resolve unfamiliar technical issues independently.
• Strong analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to manage competing priorities in a high-volume support environment.
• IT degree, technical certification, or equivalent professional experience preferred.
• Experience with ERP systems, custom applications, or enterprise software is a plus.
• Manufacturing, agriculture, food production, or other industrial experience is highly preferred.
• Spanish/English bilingual skills are a plus.

Work Environment This is a true hands-on desktop support role and is not limited to a traditional office or help desk environment. The position will regularly travel throughout the facility to provide in-person support to employees on the production floor.

The production floor is the heart of the operation, and candidates must be comfortable working in an active meat-processing/manufacturing environment. The position may involve exposure to cold and hot temperatures, strong odors, grease, and other conditions associated with a meat-processing facility.

The IT team operates in a highly collaborative environment with a strong sense of teamwork, loyalty, and mutual support. The successful candidate will be someone who enjoys working as part of a tight-knit team while taking ownership of technical problems and delivering excellent service to end users., CSS takes a keen interest in thoroughly understanding the client’s needs for a particular position. And then works to recognize the motivations and capabilities of candidates, looking for the win-win for client and candidate in the areas of fit and satisfaction for both parties. (more…)

Motivated Candidate

Ready to take the next leap in your career? Explore our job opportunities in the vibrant city of Omaha, Nebraska, where endless growth possibilities await. Known for its Midwest charm and bustling job market, Omaha offers a perfect blend of big-city amenities and small-town feel. From the iconic Henry Doorly Zoo, the renowned Orpheum Theater, to the annual College World Series, Omaha is a hub of cultural attractions and bustling activity. Indulge in the famous Reuben sandwich, catch a game with the beloved Creighton Bluejays, or unwind at the tranquil Heartland of America Park. Discover your dream job in this dynamic city - where work meets play, and opportunities are endless.