IT Support Specialist II

Now Hiring: It Support Specialist IiExperienced it support professional | opportunity for technical leadershipLocation: on-site only | 531 old swede road, douglassville, pa 19518 (no remote work available)Schedule: monday–friday 8:00am-4:30pm | full-time on-siteCompensation: competitive hourly rate based on experience, technical capability, education, certifications, and market databuild your career with acecowe are looking for an it support specialist who can independently troubleshoot complex user, workstation, software, and connectivity issues; take ownership of problems through resolution; improve how support is delivered; and become a trusted technical resource for employees and other members of the it team.this role serves as the second line of support for escalated microsoft 365, endpoint, application, account, and access issues. you will also support reporting and back-end application needs, help strengthen team documentation, mentor tier 1 technicians, and operate within aceco's security and compliance requirements, including cmmc 2.0 level 2 and nist sp 800-171 expectations.if you are already the person others turn to when the easy troubleshooting steps do not solve the problem, this role may be a strong fit.you will not get lost here. your work will be seen, and it will matter.what this role really isthis is a tier 2 support role with meaningful technical ownership.you will resolve escalated issues that exceed tier 1 scope, investigate recurring problems, support microsoft 365 and entra-related needs, troubleshoot endpoint and application issues, assist with reporting and back-end application requests, and ensure tickets are properly documented and resolved within established service expectations.you will also serve as a technical resource for tier 1 technicians by helping them build stronger troubleshooting skills, documenting repeatable procedures, and reducing unnecessary escalations.this is not a management position. it is a hands-on technical role with informal leadership responsibility through knowledge sharing, mentoring, and strong execution.who thrives here — and who does notyou will do well here if you:enjoy solving more complex issues that cannot be resolved through basic troubleshootingtake ownership of escalated tickets through resolutioncan explain technical concepts clearly to both technical and non-technical usersstay patient and professional when users are frustrated or need step-by-step assistancedocument your work clearly enough that someone else can follow it laterenjoy mentoring less experienced technicians without needing a formal leadership titlelook for root causes instead of applying temporary fixesunderstand when an issue should be escalated to a systems or network administratorrespect security, access-control, and compliance requirementsthis role is likely not a fit if you:prefer only routine tier 1 workescalate issues before performing meaningful troubleshootingavoid documentationdislike coaching or cross-training teammatesprefer highly isolated technical work with little user interactionare uncomfortable working within defined security and compliance controlswant to work remotely from homewhat success looks like in the first 90 daysfirst 30 dayslearn aceco's it environment, support procedures, escalation paths, and security expectationsbecome familiar with freshservice, microsoft 365, entra, endpoint support, and internal applicationsbegin resolving escalated tier 2 tickets independentlybuild relationships with tier 1 technicians, the it manager, and the systems / network administratorlearn current sla expectations and ticket documentation standardsdays 31–60consistently resolve more complex user, endpoint, application, and access issuesimprove ticket hygiene and documentation qualitybegin authoring knowledge-base articles for recurring and complex issuessupport reporting and back-end application requests as assignedmentor tier 1 technicians through real support cases and documented proceduresdays 61–90operate as a dependable escalation point for tier 1 supporthelp reduce avoidable escalations through better documentation and cross-trainingcontribute to faster response and resolution timesidentify recurring technical issues and recommend process or support improvementsdemonstrate strong security awareness and compliance disciplinebecome a trusted technical resource within the it teamwhy join our team at american crane?meaningful tier 2 responsibilityyou will own more complex technical issues and have the opportunity to investigate, resolve, and improve.informal technical leadershipyou will help tier 1 technicians build stronger skills through mentoring, documented procedures, and knowledge sharing.broad technical exposuresupport microsoft 365, entra, endpoints, applications, account access, reporting, and back-end systems within a manufacturing and engineering organization.security & compliance experiencegain hands-on exposure to it support practices aligned with cmmc 2.0 level 2, nist sp 800-171, mfa, least privilege, acceptable use, removable media, and cui handling expectations.continuous developmentpursue relevant certifications, deepen microsoft 365 and reporting administration skills, and expand your technical range over time.what we are looking forthis role requires availability to work full-time hours on-site (no remote work available) monday–friday, 8:00am–4:30pm.candidates should be located within a reasonable daily commuting distance of:531 old swede road douglassville, pa 19518if relocation is needed, the selected candidate must relocate prior to starting. american crane & equipment corporation does not provide relocation assistance. ideal candidates should be able to demonstrate the following: strong tier 2 troubleshooting capabilityexperience resolving microsoft 365, endpoint, application, and account/access issuesability to distinguish tier 2 issues from infrastructure or network issues requiring tier 3 escalationstrong ticket documentation and follow-throughability to meet response and resolution expectationsstrong customer service with non-technical usersability to mentor and cross-train less experienced technicianssecurity-minded decision-makingstrong ownership and accountabilityclear communication and professionalismcommitment to continuous learning and improvementexperience3+ years of progressively responsible it support, desktop support, help desk, endpoint support, or comparable experience preferredstrong experience resolving tier 2 support issuesexperience with microsoft 365 administration and troubleshootingexperience with entra or similar identity and access platforms preferredexperience with endpoint and application troubleshootingexperience working in a ticketing system; freshservice experience preferredexperience writing technical documentation or knowledge-base articles preferredexperience mentoring or cross-training tier 1 technicians strongly valuedexperience supporting reporting tools such as power bi or crystal reports is a plusexperience in manufacturing, engineering, government contracting, defense, or another regulated environment is a pluseducationassociate degree in information technology, computer science, computer engineering, cybersecurity, or a related field preferredequivalent combinations of technical education, certifications, military experience, and demonstrated professional it experience will be consideredtechnical knowledgemicrosoft 365microsoft entrawindows