Tier 2 IT Support Specialist – Windows & Mac Onsite

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

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