IT Support Specialist II

Rise Broadband•Westlake, TX

About The Position

The IT Support Specialist II is the first point of contact for employees’ technology needs and documents, troubleshoots, and resolves support requests involving company-supported hardware, services, and applications. The role provides onsite support for the Westlake and Irving offices and remote support to remote employees. It handles Tier 1 and Tier 2 service desk requests, endpoint and basic network support, user accounts and access, onboarding and terminations, documentation and training, and contributions to IT projects. Occasional after-hours support may be needed for maintenance windows, urgent issues, or projects assigned by IT management.

Requirements

Associate’s degree in information technology, Computer Science, or a related field, or equivalent hands-on technical experience.
At least 4 years of experience in a dynamic service desk or desktop support environment.
Microsoft 365 or Azure certification (such as MD-102, AZ-900, AZ-104, or SC-900) and/or ITIL Foundation certification.
Extensive application, hardware, and network troubleshooting experience, including familiarity with TCP/IP, DNS, DHCP, and basic networking concepts.
Experience using ticketing systems such as ServiceNow, Jira Service Management, or Zendesk.
Strong knowledge of Windows and macOS platforms.
Experience with quality control testing on new solutions.
Clear, patient written and verbal communication, attention to detail, and ability to explain technical issues to non-technical users.
Professional, empathetic, reliable, and able to build working relationships with employees, vendors, and leaders at all levels.
Resourceful self-starter able to work independently, manage time, and prioritize multiple requests in a fast-paced environment.
Discretion when handling confidential information.

Nice To Haves

CompTIA A+, Network+, or Security+ certification.
Experience with MDM tools such as Intune or Jamf and remote support tools.
Basic scripting skills, such as PowerShell.
Experience supporting remote and onsite workforces.

Responsibilities

Respond courteously and promptly to Tier 1 and Tier 2 service desk incidents and support requests by phone, email, chat, and in person.
Log, categorize, prioritize, and resolve requests involving computers, applications, mobile devices, printers, and peripherals.
Escalate recurring and widespread issues to IT Leadership.
Install, configure, troubleshoot, and maintain computer systems and cloud services, including deployment of new hardware and software.
Support network connectivity, VPN, Wi-Fi, and basic network troubleshooting; investigate network operations alerts and respond as needed.
Apply patches, updates, and security configurations in accordance with company policy.
Manage user accounts, permissions, and access in Azure/Active Directory (Microsoft Entra ID), Microsoft 365, and other business applications.
Complete approved new-hire onboarding and terminations, including equipment, following defined procedures.
Assist with security practices such as MFA enrollment and password resets, and report suspicious activity.
Create and maintain knowledge base articles and user guides for self-troubleshooting; maintain an accurate IT asset inventory.
Prepare clear, step-by-step technical documentation and participate in creating and delivering technical training as needed.
Participate in selecting hardware standards and application deployments; evaluate proposed solutions for compatibility and whether vendor solutions meet user objectives.
Contribute to IT projects such as migrations, rollouts, and upgrades.
Maintain professional and technical knowledge through workshops, professional publications, and personal networks.
Provide occasional after-hours support for maintenance windows, urgent issues, or projects as assigned by IT management.