On-Site IT Support Specialist II | Tier 2 Tech & Mentor

American-Crane; Amity Township (PA); On-site; USD 56,000 - 71,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid time off

Job summary

American Crane & Equipment Corporation in Douglassville, PA is hiring an IT Support Specialist II to provide second-line IT support, troubleshoot complex user, workstation, software, and connectivity issues, and mentor Tier 1 technicians.

This on-site role focuses on Microsoft 365, Entra, endpoint and application troubleshooting, reporting needs, documentation, and compliance with CMMC 2.0 Level 2 and NIST SP 800-171.

Qualifications

• 3+ years of IT support experience
• Strong Tier 2 troubleshooting skills
• Experience with Microsoft 365 administration and troubleshooting
• Experience with Entra or similar identity platforms
• Experience mentoring Tier 1 technicians
• Experience with reporting tools such as Power BI or Crystal Reports
• Experience in manufacturing or regulated environments is a plus

Responsibilities

• Resolve escalated incidents beyond Tier 1 scope
• Troubleshoot Microsoft 365 and Entra issues
• Resolve endpoint, application, account, and access problems
• Serve as second-line escalation point for Tier 1 technicians
• Maintain ticket hygiene and documentation
• Meet SLA targets
• Provide guidance and mentoring to Tier 1 technicians
• Escalate higher-risk issues to Systems/Network admin
• Assist with back-end application support and reporting
• Document recurring issues in knowledge base

Skills

Tier 2 support

Microsoft 365

Entra

Reporting

Documentation

Mentoring Tier 1

Security compliance

Education

Associate degree in IT/CS/Engineering/Cybersecurity

Tools

Freshservice

Power BI

Crystal Reports

Job description

American Crane & Equipment Corporation in Douglassville, PA is hiring an IT Support Specialist II to provide second-line IT support, troubleshoot complex user, workstation, software, and connectivity issues, and mentor Tier 1 technicians.

This on-site role focuses on Microsoft 365, Entra, endpoint and application troubleshooting, reporting needs, documentation, and compliance with CMMC 2.0 Level 2 and NIST SP 800-171.