IT Support Specialist II

American Crane & Equipm • Amity Township, PA

2d • $27 - $34 • Onsite

About The Position

ACECO is seeking an experienced IT Support Specialist II to provide second-line support for escalated Microsoft 365, endpoint, application, account, and access issues. This role involves troubleshooting complex user, workstation, software, and connectivity problems, taking ownership of issues through resolution, and improving support delivery. The specialist will also support reporting and back-end application needs, 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. This is a hands-on technical role with informal leadership responsibilities through knowledge sharing and mentoring, not a management position.

Requirements

• Authorization to work in the United States without current or future employer sponsorship
• Ability to verify identity and employment authorization in compliance with Form I-9 requirements
• Eligibility to access information or technology governed by applicable U.S. export-control laws, including 10 C.F.R. Part 810, EAR, and/or ITAR, where applicable
• Willingness to undergo a background check in accordance with applicable laws
• Willingness to undergo a pre-employment drug screen and randomized drug testing during employment
• Ability to meet the posted work schedule and required hours
• Ability to maintain reliable attendance and punctuality
• Willingness to follow company cybersecurity, information-security, safety, and acceptable-use requirements
• Willingness to wear required PPE when entering manufacturing or shop areas
• Willingness to complete required safety, compliance, cybersecurity, and role-specific training
• Ability to protect confidential employee, customer, business, system, and CUI information
• Ability to perform the essential functions of the position with or without reasonable accommodation
• Ability to maintain professional conduct aligned with company expectations
• Strong Tier 2 troubleshooting capability
• Experience resolving Microsoft 365, endpoint, application, and account/access issues
• Ability to distinguish Tier 2 issues from infrastructure or network issues requiring Tier 3 escalation
• Strong ticket documentation and follow-through
• Ability to meet response and resolution expectations
• Strong customer service with non-technical users
• Ability to mentor and cross-train less experienced technicians
• Security-minded decision-making
• Strong ownership and accountability
• Clear communication and professionalism
• Commitment to continuous learning and improvement

Nice To Haves

• 3+ years of progressively responsible IT support, desktop support, help desk, endpoint support, or comparable experience
• Strong experience resolving Tier 2 support issues
• Experience with Microsoft 365 administration and troubleshooting
• Experience with Entra or similar identity and access platforms
• Experience with endpoint and application troubleshooting
• Experience working in a ticketing system; Freshservice experience preferred
• Experience writing technical documentation or knowledge-base articles
• Experience mentoring or cross-training Tier 1 technicians
• Experience supporting reporting tools such as Power BI or Crystal Reports
• Experience in manufacturing, engineering, government contracting, defense, or another regulated environment
• Associate degree in Information Technology, Computer Science, Computer Engineering, Cybersecurity, or a related field
• Equivalent combinations of technical education, certifications, military experience, and demonstrated professional IT experience
• Microsoft 365
• Microsoft Entra
• Windows operating systems
• Endpoint troubleshooting and support
• User account and access administration
• MFA and least privilege
• Freshservice or comparable ticketing platforms
• Application troubleshooting
• Power BI
• Crystal Reports
• Basic network troubleshooting
• Technical documentation and knowledge-base development
• NIST SP 800-171
• CMMC 2.0 Level 2
• CUI handling requirements
• Endpoint and information-security practices
• CompTIA A+
• CompTIA Network+, Security+, Microsoft, or comparable intermediate certifications
• Candidates actively pursuing role-relevant certifications

Responsibilities

• Resolve escalated incidents beyond Tier 1 scope
• Troubleshoot complex Microsoft 365 and Entra-related issues
• Resolve endpoint, application, account, access, and configuration problems
• Serve as the second-line escalation point for Tier 1 technicians
• Provide guidance on troubleshooting approach and next steps
• Escalate Tier 3 infrastructure and network issues to the Systems / Network Administrator with complete documentation
• Maintain ticket hygiene in Freshservice
• Meet established response and resolution SLA targets
• Review ticket queues and escalations at the beginning and end of each day
• Support users across Microsoft 365 applications and services
• Assist with Entra-related account and access issues
• Troubleshoot permissions, authentication, access, and user configuration problems
• Reinforce MFA and least-privilege practices
• Escalate higher-risk or infrastructure-related identity issues appropriately
• Support reporting requests using tools such as Power BI and Crystal Reports as assigned
• Assist with back-end application support within the role’s scope
• Troubleshoot application behavior and user-access issues
• Document recurring application issues and known resolutions
• Author and maintain knowledge-base articles for recurring and complex issues
• Document support procedures clearly enough to enable Tier 1 resolution when appropriate
• Support AI-assisted support workflows through accurate, structured documentation
• Improve repeatability and reduce dependence on undocumented individual knowledge
• Support cross-training and technical development of Tier 1 technicians
• Share troubleshooting methods, lessons learned, and documented procedures
• Help reduce single-point-of-failure risk by distributing technical knowledge across the team
• Serve as a go-to resource for escalation support without assuming formal supervisory responsibility
• Follow and reinforce ACECO IT security policies
• Support controls related to MFA, least privilege, acceptable use, removable media, and CUI handling
• Execute help-desk-level responsibilities supporting NIST SP 800-171 and CMMC 2.0 Level 2
• Identify and promptly report security concerns, policy violations, or potential risks
• Maintain appropriate confidentiality and access discipline
• Participate in internal IT training and cross-training
• Engage in regular one-on-one meetings with the IT Manager
• Pursue relevant certifications and continuing education
• Build deeper Microsoft 365, reporting, and support-administration capability
• Continue developing familiarity with AI tools that may improve IT support and productivity
• Contribute to team documentation and shared knowledge resources

Benefits

• Medical, dental, vision, and life insurance available on the first day of employment
• Generous paid time off with annual rollover
• 401(k) retirement plan with company match
• Ten paid company holidays
• Tuition reimbursement and professional development opportunities
• Competitive compensation based on experience, certifications, and demonstrated technical capability

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree