What are the responsibilities and job description for the Help Desk Support Services Specialist II position at CPM?
Position Specification
Role Title: Help Desk Support Services Specialist II
Location: Waterloo, Iowa
Our Company
Headquartered in Blaine, MN, CPM Holdings, Inc is an established company with exciting growth as an essential supplier to the global food, energy and materials supply chains. We are an international organization that is a key player in numerous global markets, including oilseed processing, animal feed, breakfast cereal, snack food, biofuels and metal-packaging industries. We specialize in the design, production and marketing of high-quality, efficient, durable process systems, equipment and aftermarket parts and services. The foundation of our company dates back to 1883 and we continue to leverage our history, experience, and entrepreneurial spirit to increase our global footprint through innovative organic growth and strategic acquisitions.
Website: onecpm.com
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.
This position requires an independent, service-oriented professional with strong technical expertise who can effectively support users across regions and time zones while contributing to company-wide IT initiatives.
Key Responsibilities
Advanced End-User Support
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Role Title: Help Desk Support Services Specialist II
Location: Waterloo, Iowa
Our Company
Headquartered in Blaine, MN, CPM Holdings, Inc is an established company with exciting growth as an essential supplier to the global food, energy and materials supply chains. We are an international organization that is a key player in numerous global markets, including oilseed processing, animal feed, breakfast cereal, snack food, biofuels and metal-packaging industries. We specialize in the design, production and marketing of high-quality, efficient, durable process systems, equipment and aftermarket parts and services. The foundation of our company dates back to 1883 and we continue to leverage our history, experience, and entrepreneurial spirit to increase our global footprint through innovative organic growth and strategic acquisitions.
Website: onecpm.com
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.
This position requires an independent, service-oriented professional with strong technical expertise who can effectively support users across regions and time zones while contributing to company-wide IT initiatives.
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.
- 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
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