Information Technology Support Specialist

Capstone IT; Omaha (NE); On-site; USD 32,000 - 45,000; Full time

Job summary

Capstone IT is seeking an experienced IT Support Specialist – Tier 2 to provide technical support for a large organization with multiple locations in Omaha, Nebraska. This role serves as the primary escalation point for Tier 1 support, troubleshooting hardware, software, network, and business applications issues.

The ideal candidate has strong technical troubleshooting skills, experience supporting Microsoft environments, and the ability to work independently while collaborating with internal IT

Qualifications

• 7-10+ years of IT support or related technical support role preferred.
• Experience providing Tier 2 support and resolving escalated issues.
• Strong knowledge of computer hardware, operating systems, network hardware, cabling, and connectivity troubleshooting.
• Experience supporting Microsoft Windows, Microsoft 365, and Apple devices.
• Familiarity with ticketing systems, device inventory management, and MDM solutions.
• Strong troubleshooting, problem-solving, documentation, and customer service skills.
• Ability to prioritize multiple requests, work independently, and communicate effectively with technical and nontechnical users.
• Willingness to provide onsite, weekend, and after-hours support as required.

Responsibilities

• Provide Tier 2 technical support for escalated hardware, software, network, and application issues.
• Manage, prioritize, troubleshoot, and resolve incidents through a ticketing system, maintaining accurate documentation.
• Support Windows and Apple devices, Microsoft 365 applications, and network connectivity.
• Manage technology assets and mobile devices using Mobile Device Management (MDM) tools.
• Collaborate with Tier 1 support, infrastructure teams, systems administrators, and external vendors to resolve technical issues.
• Serve as a Subject Matter Expert (SME) for assigned technologies, services, and vendors.
• Assist with technology deployments, hardware/software installations, and end-user training.
• Maintain IT documentation, procedures, technical standards, and knowledge base resources.
• Coordinate with vendors on equipment, software, cellular services, and related administrative activities.
• Participate in rotating on-call, weekend, holiday, and after-hours support as needed.

Skills

Tier 2 support

Microsoft Windows

Microsoft 365

Apple devices

MDM

Ticketing systems

Documentation

Customer service

On-call readiness

Independent worker

Education

Bachelor's degree or equivalent experience

Tools

MDM solutions

Ticketing systems

Asset management software

Job description

Employment Type: 6 month, W-2 Contract-to-Hire

Pay Rate: $28.00 per hour

Work Authorization: Per end-client requirements, candidates must be U.S. Citizens or Green Card holders. This position is not open to C2C candidates or third-party vendors.

Capstone IT is seeking an experienced IT Support Specialist – Tier 2 to provide technical support for a large organization with multiple locations in Omaha, Nebraska.

This role serves as the primary escalation point for Tier 1 support, troubleshooting hardware, software, network, and business application issues. The ideal candidate has strong technical troubleshooting skills, experience supporting Microsoft environments, and the ability to work independently while collaborating with internal IT teams and external vendors.

Key Responsibilities

• Provide Tier 2 technical support for escalated hardware, software, network, and application issues.
• Manage, prioritize, troubleshoot, and resolve incidents through a ticketing system, maintaining accurate documentation.
• Support Windows and Apple devices, Microsoft 365 applications, and network connectivity.
• Manage technology assets and mobile devices using Mobile Device Management (MDM) tools.
• Collaborate with Tier 1 support, infrastructure teams, systems administrators, and external vendors to resolve technical issues.
• Serve as a Subject Matter Expert (SME) for assigned technologies, services, and vendors.
• Assist with technology deployments, hardware/software installations, and end-user training.
• Maintain IT documentation, procedures, technical standards, and knowledge base resources.
• Coordinate with vendors on equipment, software, cellular services, and related administrative activities.
• Participate in rotating on-call, weekend, holiday, and after-hours support as needed.

Required Qualifications

• 7-10+ years of experience in IT support, desktop support, service desk, or a related technical support role preferred.
• Experience providing Tier 2 support and resolving escalated technical issues.
• Strong knowledge of computer hardware, operating systems, network hardware, cabling, and connectivity troubleshooting.
• Experience supporting Microsoft Windows, Microsoft 365, and Apple devices.
• Familiarity with ticketing systems, device inventory management, and MDM solutions.
• Strong troubleshooting, problem-solving, documentation, and customer service skills.
• Ability to prioritize multiple requests, work independently, and communicate effectively with technical and nontechnical users.
• Willingness to provide onsite, weekend, and after-hours support as required.

Preferred Qualifications

• Bachelor's degree in Computer Science, Management Information Systems, Business Administration, or a related field; equivalent experience considered.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft MD-102, MS-900, or ITIL Foundation.
• Experience coordinating with technology vendors and supporting IT purchasing or asset management.
• Experience developing technical documentation and providing end-user training.

Work Schedule: Onsite with rotating weekend coverage and occasional holiday, after-hours, and special event support.

Work Environment: Large campus environment requiring hands‑on technical support across multiple facilities, including occasional outdoor work and lifting up to 50 pounds.

Capstone Consulting is an EEO employer.

Capstone website: http://www.capstonec.com/

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