IT Support Specialist II

The IT Support Specialist II is a key escalation point for our IT Support Specialist I team members and serves as a bridge between entry-level support and more advanced technical roles. This position provides exposure to a wide variety of technologies, including workstations, networking, servers, and cybersecurity. You’ll work closely with our team to troubleshoot issues and will take on increasingly complex tasks as you develop your skills.

We invest in your growth by offering collaborative learning opportunities, certification training, and hands-on experience with diverse IT environments. As you demonstrate your ability to resolve issues effectively, the Dispatch Manager will assign more advanced responsibilities, preparing you for future career progression within American PCS.

Responsibilities & Duties

Technical Support & Troubleshooting:

• Provide first-response technical support for end-user, connectivity, and service issues.
• Troubleshoot workstations, software, printers, M365, basic network connectivity, and domain services.
• Provide technical support for desktop and mobile devices, resolving issues in a timely manner.
• Utilize our ticketing system (Autotask) to track and document support requests.
• Collaborate with our team to implement new technologies and improve existing systems.
• Assist users with VPN connectivity and troubleshoot related problems.
• Deploy new computers and install hardware as needed.
• Identify potential issues affecting multiple users and escalate to appropriate resources when needed.
• Provide on-site project implementation support as needed.

Collaboration & Growth:

• Work alongside a skilled team to resolve technical challenges efficiently.
• Mentor and assist IT Support Specialist I technicians as a point of escalation.
• Participate in ongoing training, including related instruction and certification programs.

Key Competencies:

• Windows 10 / 11 in domain environments
• Software installation, configuration, and troubleshooting
• Microsoft 365 support
• Strong problem-solving and analytical skills
• Ability to communicate technical concepts clearly and effectively with team members and clients, * Associate degree or equivalent field experience
• 1-3 years of technical support experience, * A+, Microsoft, or other relevant professional certifications
• Previous experience working in an MSP environment
• Experience with Autotask & RMM platforms

• Collaborative Environment - Work with a small, dedicated team that values learning and teamwork.
• Professional Development - Access to certification training and mentorship.
• Work-Life Balance -Consistent Monday-Friday schedule with full benefits.
• Comprehensive Benefits -We offer health, dental, and vision insurance, with a portion of the monthly premium covered by American PCS, ensuring affordable coverage options for our team., * Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

American PCS has been a trusted IT services provider since 2005, supporting both for-profit and nonprofit businesses in the Council Bluffs/Omaha area. As a growing IT services provider, we offer a fun, supportive work environment with excellent opportunities for advancement. Our small, close-knit team thrives on working together to solve challenges and build long-term client relationships. If you’re looking for a career that allows you to develop technical expertise and advance as you grow, this is the opportunity for you.