IT Support Specialist II

NOW HIRING: 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 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 requirements This 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 home What Success Looks Like In The First 90 Days First 30 Days Learn 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 standards Days 31–60 Consistently 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 procedures Days 61–90 Operate 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 team Why Join Our Team at American Crane? Meaningful Tier 2 Responsibility You will own more complex technical issues and have the opportunity to investigate, resolve, and improve. Informal Technical Leadership You will help Tier 1 technicians build stronger skills through mentoring, documented procedures, and knowledge sharing. Broad Technical Exposure Support Microsoft 365, Entra, endpoints, applications, account access, reporting, and back-end systems within a manufacturing and engineering organization. Security & Compliance Experience Gain 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 Development Pursue relevant certifications, deepen Microsoft 365 and reporting administration skills, and expand your technical range over time. What You Will Do Tier 2 Help Desk Support Resolve escalated incidents beyond Tier 1 scopeTroubleshoot complex Microsoft 365 and Entra-related issuesResolve endpoint, application, account, access, and configuration problemsServe as the second-line escalation point for Tier 1 techniciansProvide guidance on troubleshooting approach and next stepsEscalate Tier 3 infrastructure and network issues to the Systems / Network Administrator with complete documentationMaintain ticket hygiene in FreshserviceMeet established response and resolution SLA targetsReview ticket queues and escalations at the beginning and end of each day Microsoft 365, Identity & Access Support Support users across Microsoft 365 applications and servicesAssist with Entra-related account and access issuesTroubleshoot permissions, authentication, access, and user configuration problemsReinforce MFA and least-privilege practicesEscalate higher-risk or infrastructure-related identity issues appropriately Reporting & Application Support Support reporting requests using tools such as Power BI and Crystal Reports as assignedAssist with back-end application support within the role’s scopeTroubleshoot application behavior and user-access issuesDocument recurring application issues and known resolutions Knowledge Base & Documentation Author and maintain knowledge-base articles for recurring and complex issuesDocument support procedures clearly enough to enable Tier 1 resolution when appropriateSupport AI-assisted support workflows through accurate, structured documentationImprove repeatability and reduce dependence on undocumented individual knowledge Tier 1 Mentoring & Cross-Training Support cross-training and technical development of Tier 1 techniciansShare troubleshooting methods, lessons learned, and documented proceduresHelp reduce single-point-of-failure risk by distributing technical knowledge across the teamServe as a go-to resource for escalation support without assuming formal supervisory responsibility Security & Compliance Follow and reinforce ACECO IT security policiesSupport controls related to MFA, least privilege, acceptable use, removable media, and CUI handlingExecute help-desk-level responsibilities supporting NIST SP 800-171 and CMMC 2.0 Level 2Identify and promptly report security concerns, policy violations, or potential risksMaintain appropriate confidentiality and access discipline Continuous Development Participate in internal IT training and cross-trainingEngage in regular one-on-one meetings with the IT ManagerPursue relevant certifications and continuing educationBuild deeper Microsoft 365, reporting, and support-administration capabilityContinue developing familiarity with AI tools that may improve IT support and productivityContribute 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. 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 improvement Experience 3+ 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 plus Education Associate 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 considered Technical Knowledge Ideal candidates should demonstrate knowledge or experience in several of the following areas: Microsoft 365Microsoft EntraWindows operating systemsEndpoint troubleshooting and supportUser account and access administrationMFA and least privilegeFreshservice or comparable ticketing platformsApplication troubleshootingPower BICrystal ReportsBasic network troubleshootingTechnical documentation and knowledge-base developmentNIST SP 800-171CMMC 2.0 Level 2CUI handling requirementsEndpoint and information-security practices Certifications CompTIA A+ preferredCompTIA Network+, Security+, Microsoft, or comparable intermediate certifications valuedCandidates actively pursuing role-relevant certifications are encouraged to apply Requirements Authorization to work in the United States without current or future employer sponsorshipAbility to verify identity and employment authorization in compliance with Form I-9 requirementsEligibility 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 applicableWillingness to undergo a background check in accordance with applicable lawsWillingness to undergo a pre-employment drug screen and randomized drug testing during employmentAbility to meet the posted work schedule and required hoursAbility to maintain reliable attendance and punctualityWillingness to follow company cybersecurity, information-security, safety, and acceptable-use requirementsWillingness to wear required PPE when entering manufacturing or shop areasWillingness to complete required safety, compliance, cybersecurity, and role-specific trainingAbility to protect confidential employee, customer, business, system, and CUI informationAbility to perform the essential functions of the position with or without reasonable accommodationAbility to maintain professional conduct aligned with company expectations Work Environment and Schedule This position requires availability to work full-time hours on-site and is primarily performed in a professional office environment with regular use of computers, phones, ticketing systems, and standard office equipment. Remote and hybrid work are not available. Candidates should be located within a reasonable daily commuting distance of: 531 Old Swede Road Douglassville, PA 19518 If relocation is necessary, the selected candidate must relocate before the established start date. American Crane & Equipment Corporation does not provide relocation assistance. This role may require occasional after-hours availability when serious system, equipment, or network issues affect business operations. The role includes frequent interaction with employees throughout the organization in person, by phone, through email, and through Microsoft Teams. Occasional support may be required in manufacturing, shop, or operational areas. Manufacturing environments may include noise, moving equipment, machinery, and other industrial conditions. Appropriate PPE is required in designated areas. What Is in It for You? 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 capabilityMedical, dental, vision, and life insurance available on the first day of employmentGenerous paid time off with annual rollover401(k) retirement plan with company matchTen paid company holidaysTuition reimbursement and professional development opportunitiesMeaningful Tier 2 ownership rather than basic ticket routingOpportunity to mentor Tier 1 technicians and influence support qualityExposure to Microsoft 365, Entra, reporting, endpoint support, security, and complianceHands-on experience supporting CMMC 2.0 Level 2 and NIST SP 800-171 environmentsOpportunity to pursue intermediate certifications and deeper technical specializationVisible 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 lawCertain 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. Full-time | Onsite Only Monday-Friday 8:00AM-4:30PM