Technology Support Specialist II

American College of Education

. Provide day-to-day technology support and helpdesk services to ACE students, faculty, and staff .

Posted 9/18/2026full-timeIndianapolis • United StatesJuniorMid-Level💰 $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing end-user devices and providing technology support, with a strong focus on Microsoft and Apple systems, security administration, and effective communication. Capable of troubleshooting, documentation, and training while adhering to organizational policies and procedures.

Highest-signal resume keywords

Active Directory ManagementMicrosoft 365 AdministrationEnd-User Device SupportMFA AdministrationDiagnostic Utilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft IntuneApple Device ManagementSoftware InstallationTroubleshootingSystem Security ManagementKnowledge Base CreationConference Room IT SupportEnd-User Computing ProjectsAsset ManagementSystem Configuration

Soft Skills

Exceptional CommunicationOrganization SkillsTime ManagementAnalytical SkillsProblem-Solving Skills

Tools & Technologies

Helpdesk Ticketing SystemDiagnostic UtilitiesKnowledge BasesMicrosoft Security PrinciplesACE SharePoint

Certifications & Qualifications

Microsoft IT TrainingApple IT Training

Industry Keywords

End-User SupportIT OnboardingDevice ManagementSecurity PoliciesInfrastructure Management

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Provide day-to-day technology support and helpdesk services to ACE students, faculty, and staff
Manage end-user devices, hardware, software, administrative platforms, conference room equipment, and IT supplies
Manage helpdesk tickets, documentation, SLAs, and end-user computing projects
Field help requests by telephone and ticketing system
Build rapport with helpdesk customers and gather problem details
Prioritize and schedule customer communication
Escalate tickets and issues to TSS III or Senior Technology Support when required
Document troubleshooting decisions, actions, and final resolutions in tickets
Use diagnostic utilities, software updates, drivers, knowledge bases, and FAQs to resolve issues
Create and update knowledge base articles
Install and upgrade software, implement file backups, configure systems and applications, and test resolutions
Set up new hires and adjuncts and provide technology onboarding
Set up, maintain, and support end-user devices through Microsoft Intune
Perform post-resolution follow-ups
Maintain asset lists and manage adds, moves, and changes
Manage system access and email distribution lists based on Human Resources requisitions
Maintain knowledge of ACE security and MFA platforms
Troubleshoot and maintain ACE SharePoint sites, libraries, and associated security groups
Perform system status checks and respond to infrastructure alarm notifications
Train Technology Support Specialist I and entry-level personnel
Review TSS I tickets and provide constructive feedback and training
Complete assigned projects within timelines
Assist with annual refresh of employee computers
Attend onsite support requests for trainings, board reviews, equipment processing, and other events
Test equipment used during onsite visits and maintain Indianapolis office IT equipment
Provide mandatory on-call and weekend support as part of a shared rotation

Requirements

What you’ll need

Microsoft and Apple relevant IT training and/or certification preferred
Minimum 2 years’ experience with Active Directory, Azure Active Directory, Microsoft 365 administration, new hire setup and IT onboarding, conference room IT equipment, basic Microsoft security principles, and MFA administration
Minimum 2 years’ experience implementing Microsoft and Apple devices and software, with in-depth knowledge of their operating systems
Minimum 2 years’ experience supporting end-user devices and device management
Minimum 2 years’ experience managing end-user device access support
Minimum 2 years’ experience managing system security, policies, and procedures
Basic knowledge of Microsoft 365 security administration and functions
Knowledge of computer hardware
Extensive application support experience
Working knowledge of diagnostic utilities
Exceptional communication, organization, and time management skills
Strong analytical and problem-solving skills with high attention to detail
Ability to work independently with limited supervision and collaboratively with other departments
Ability to work under pressure and meet tight deadlines
Must support and embrace the College’s Impact mission
Internet bandwidth of at least 50 Mbps download and 5 Mbps upload for remote work
Candidates cannot reside in Alaska, Washington D.C., Massachusetts, South Dakota, or Alabama

Benefits

Comp & perks

Annual bonus eligibility for all full-time employees
Medical, dental, and vision insurance
HSA and FSA options
Paid parental leave
Paid volunteer time
Tuition reimbursement and reduction programs
Generous PTO
401(k) and employer match
Full-service wellness and EAP program
Employee recognition and awards programs
Employer-paid life and AD&D insurance
Short-term disability
Employer-paid long-term disability
Virtual-first work environment
Inclusive work environment
Mandatory on-call and weekend support rotation compensation not specified