IT Support Specialist II

Experienced IT Support Professional | Opportunity for Technical Leadership

Department: Information Technology

Location: On-site only | 531 Old Swede Road, Douglassville, PA 19518 (No remote work available)

Schedule: Monday–Friday 8:00AM-4:30PM | Full-time on-site

Compensation: Competitive hourly rate based on experience, technical capability, education, certifications, and market data

Build Your Career With ACECO

We 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 Is

This 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 Not

You will do well here if you:

Enjoy solving more complex issues that cannot be resolved through basic troubleshooting

Take ownership of escalated tickets through resolution

Can explain technical concepts clearly to both technical and non-technical users

Stay patient and professional when users are frustrated or need step-by-step assistance

Document your work clearly enough that someone else can follow it later

Enjoy mentoring less experienced technicians without needing a formal leadership title

Look for root causes instead of applying temporary fixes

Understand when an issue should be escalated to a Systems or Network Administrator

Respect security, access-control, and compliance requirements

This role is likely not a fit if you:

Prefer only routine Tier 1 work

Escalate issues before performing meaningful troubleshooting

Avoid documentation

Dislike coaching or cross-training teammates

Prefer highly isolated technical work with little user interaction

Are uncomfortable working within defined security and compliance controls

Want to work remotely from home

What Success Looks Like in the First 90 Days

Learn ACECO’s IT environment, support procedures, escalation paths, and security expectations

Become familiar with Freshservice, Microsoft 365, Entra, endpoint support, and internal applications

Begin resolving escalated Tier 2 tickets independently

Build relationships with Tier 1 technicians, the IT Manager, and the Systems / Network Administrator

Learn current SLA expectations and ticket documentation standards

Days 31–60

Consistently resolve more complex user, endpoint, application, and access issues

Improve ticket hygiene and documentation quality

Begin authoring knowledge-base articles for recurring and complex issues

Support reporting and back-end application requests as assigned

Mentor Tier 1 technicians through real support cases and documented procedures

Days 61–90

Operate as a dependable escalation point for Tier 1 support

Help reduce avoidable escalations through better documentation and cross-training

Contribute to faster response and resolution times

Identify recurring technical issues and recommend process or support improvements

Demonstrate strong security awareness and compliance discipline

Become a trusted technical resource within the IT team

Why Join Our Team at American Crane?

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

Microsoft 365, Identity & Access Support

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

Reporting & Application Support

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

Knowledge Base & Documentation

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

Tier 1 Mentoring & Cross-Training

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

Security & Compliance

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

Continuous Development

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

What We Are Looking For

This 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 19518

If relocation is needed, the selected candidate must relocate prior to starting. American Crane & Equipment Corporation does not provide relocation assistance.

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

Experience

3+ years of progressively responsible IT support, desktop support, help desk, endpoint support, or comparable experience preferred

Strong experience resolving Tier 2 support issues

Experience with Microsoft 365 administration and troubleshooting

Experience with Entra or similar identity and access platforms preferred

Experience with endpoint and application troubleshooting

Experience working in a ticketing system; Freshservice experience preferred

Experience writing technical documentation or knowledge-base articles preferred

Experience mentoring or cross-training Tier 1 technicians strongly valued

Experience supporting reporting tools such as Power BI or Crystal Reports is a plus

Experience in manufacturing, engineering, government contracting, defense, or another regulated environment is a plus

Education

Associate degree in Information Technology, Computer Science, Computer Engineering, Cybersecurity, or a related field preferred

Equivalent combinations of technical education, certifications, military experience, and demonstrated professional IT experience will be considered

Technical Knowledge

Ideal candidates should demonstrate knowledge or experience in several of the following areas:

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

Certifications

CompTIA A+ preferred

CompTIA Network+, Security+, Microsoft, or comparable intermediate certifications valued

Candidates actively pursuing role-relevant certifications are encouraged to apply

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

At American Crane & Equipment Corporation, we invest in IT professionals who want to solve more complex problems, expand their technical skills, and become trusted resources within the organization.

Competitive compensation based on experience, certifications, and demonstrated technical capability

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

Meaningful Tier 2 ownership rather than basic ticket routing

Opportunity to mentor Tier 1 technicians and influence support quality

Exposure to Microsoft 365, Entra, reporting, endpoint support, security, and compliance

Hands-on experience supporting CMMC 2.0 Level 2 and NIST SP 800-171 environments

Opportunity to pursue intermediate certifications and deeper technical specialization

Visible impact across an engineering and manufacturing organization

What to Expect From Our Hiring Process

Every application is reviewed by our internal Talent Acquisition team. We do not rely on automated screening tools.

We encourage applicants to tailor their resume to accurately reflect their Tier 2 support experience, Microsoft 365 and Entra responsibilities, troubleshooting accomplishments, ticketing experience, reporting exposure, security knowledge, and mentoring responsibilities.

We focus on candidates who demonstrate ownership, reliability, communication, and attention to detail throughout the application process.

Qualified candidates typically hear from us within a few business days depending on applicant volume.

During the interview process, candidates should be prepared to discuss specific escalated support issues, troubleshooting methodology, Microsoft 365 or access problems, technical documentation, security situations, and examples of helping less experienced technicians. We will ask follow-up questions to better understand technical experience, decision-making, and individual contributions.

Ready to Apply?

We hire people who show up, work hard, learn quickly, and take pride in helping others succeed.

Whether you are beginning your IT career or bringing several years of support experience, we encourage you to apply if you are curious, dependable, and ready to take ownership of technical problems.

Submit your application online through our Career Center.

Build your career with ACECO.

All offers of employment are contingent upon the successful completion of a background check and drug screen, subject to applicable laws and regulations.

American Crane & Equipment Corporation is an Equal Opportunity Employer.

The company maintains and observes employment policies that do not discriminate against any person because of race, color, sex, sexual orientation, gender identity, national origin, religion, disability, age, ancestry and any other basis prohibited by federal, state or local law. This applies to recruiting, hiring, training, compensation, overtime, job classifications, work assignments, promotions, demotions, layoffs, terminations, transfers, and all other conditions of employment.

This position requires:

Valid proof of identity and authorization to work in the U.S. (Form I-9)

Eligibility to access information or technology governed by U.S. export control laws, including 10 C.F.R. Part 810. If government authorization is required for access to controlled technology, employment or start date may be delayed or withdrawn in accordance with applicable law

Certain positions and projects may require the ability to obtain and maintain unescorted access to nuclear facilities in compliance with NRC regulations (10 C.F.R. Parts 26 & 73)

The pay for this position is dependent on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.

American Crane & Equipment Corporation offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid time off, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.

NOTE: American Crane & Equipment Corporation is not seeking assistance or accepting unsolicited resumes from search firms for employment opportunities, unless they have a written agreement for the position they are contacting us about. Regardless of past practice, all resumes submitted by search firms to any employee at American Crane & Equipment Corporation without a valid written search agreement in place for that position will be deemed the sole property of American Crane & Equipment Corporation, and no fee will be paid in the event the candidate is hired by American Crane & Equipment Corporation as a result of the referral or through other means.