IT Operations Support Technician II (1099 Contract))

ReviveRX and Ways2Well•Houston, TX

7d•Onsite

About The Position

The IT Operations Technician II serves as a critical resource for end-user technology support across the company. This hands-on, on-site role is responsible for the day-to-day support of Windows and macOS devices, Microsoft 365 applications, multi-factor authentication tools, and enterprise IT systems. The ideal candidate brings strong technical aptitude, exceptional communication skills, and a service-first mindset — with demonstrated experience supporting executive leadership and operating effectively in a fast-paced, compliance-driven healthcare environment.

Requirements

Associate's degree in Information Technology, Computer Science, or related field; or equivalent work experience.
2+ years of experience in a Tier I/II IT support or helpdesk role
Proven hands-on experience supporting both Windows 10/11 and macOS environments
Demonstrated experience supporting Microsoft 365 suite and Microsoft Admin Center
Experience with laptop imaging and device deployment workflows
Prior experience providing support to executive or senior leadership personnel
Windows 10/11 — installation, configuration, troubleshooting, updates, and Group Policy

Nice To Haves

Relevant certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or Apple Certified Support Professional (ACSP)

Responsibilities

Serve as the primary point of contact for Tier I-II technical support requests submitted via ticketing system, phone, email, and walk-up
Diagnose and resolve hardware, software, and connectivity issues on Windows 10/11 and macOS devices
Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint
Troubleshoot Microsoft Authenticator and multi-factor authentication (MFA) issues, including device registration and access recovery
Administer and support environments via Microsoft Admin Center, including user account management, licensing, and group policies
Troubleshoot macOS-specific application and system issues, including OS updates, permissions, connectivity, and software compatibility
Perform laptop imaging, configuration, and deployment for new hires and device refresh cycles
Maintain device inventory records and ensure accurate asset tracking across both organizations
Manage device enrollment in MDM/endpoint management platforms (e.g., Intune/Endpoint Manager)
Coordinate equipment staging, setup, and decommissioning in alignment with IT lifecycle policies
Provide dedicated, high-priority technical support for C-suite and senior leadership with discretion and professionalism
Proactively identify and resolve potential issues before they impact executive productivity
Assist with AV/conferencing setup and troubleshooting for leadership meetings, presentations, and video calls
Handle sensitive requests with confidentiality and a white-glove service approach
Deliver outstanding customer service to all staff, maintaining a calm, patient, and solutions-oriented demeanor
Communicate technical issues and resolutions clearly to non-technical users, both verbally and in writing
Document all support activities, troubleshooting steps, and resolutions accurately in the IT ticketing system
Follow up on open tickets to ensure timely resolution and end-user satisfaction
Collaborate with the IT team on infrastructure projects, system upgrades, and security initiatives
Support onboarding and offboarding processes including account provisioning, hardware setup, and access management
Assist with HIPAA-compliant data handling practices and adherence to IT security policies
Escalate complex or unresolved issues to Tier III or appropriate IT leadership with thorough documentation