IT Support Specialist II (Help Desk | Microsoft 365 | Zendesk)

Rise Association Management Group•Houston, TX

1d•$55,000 - $65,000•Onsite

About The Position

We are seeking a hands-on IT Support Specialist to serve as the front line of technical support across the organization. This role is responsible for keeping employees operational by resolving day-to-day technology issues, managing user access, and supporting core business systems including Microsoft 365, Zendesk, CINC/WebAxis, and RingCentral. This is a fast-paced, ticket-driven environment where responsiveness, problem-solving, and attention to detail are critical.

Requirements

2–5 years of IT support or help desk experience
Strong experience with Microsoft 365 (Outlook, Teams, SharePoint)
Experience working in a ticketing system (Zendesk preferred)
Basic understanding of user access management and permissions
Experience troubleshooting Windows-based systems and office hardware

Nice To Haves

Experience with CINC, WebAxis, or similar business platforms
Experience supporting VoIP systems (RingCentral or similar)
Familiarity with phishing/spam identification and basic security practices

Responsibilities

Serve as the first point of contact for internal IT support requests
Triage and resolve tickets across systems, access, hardware, and application issues
Gather necessary details (user, system, error, urgency) and document resolutions clearly
Identify trends, eliminate duplicate issues, and improve response efficiency
Provision and onboard new users across systems (Microsoft 365, Zendesk, CINC/WebAxis, etc.)
Manage access changes, permissions, and offboarding processes
Maintain proper access controls using a least-privilege approach
Troubleshoot Outlook, email delivery, and shared mailbox access issues
Support Microsoft Teams access and functionality
Manage SharePoint permissions and file access
Build and maintain Microsoft Forms as needed for business operations
Resolve access and permission issues within CINC/WebAxis
Support platform features such as directories, communications, and operational modules
Troubleshoot common system errors and configuration issues
Support RingCentral accounts, including setup, changes, and troubleshooting
Assist with mobile app texting functionality and desk phone issues
Troubleshoot laptops, desktops, printers, scanners, and accessories
Coordinate device setup, replacements, and inventory tracking
Support common workstation issues (performance, connectivity, displays)
Identify and respond to phishing and spam reports
Guide users on safe practices and escalate security concerns when needed
Assist with account recovery and MFA-related issues
Investigate system-generated failures such as missing notifications or email delivery issues
Determine root cause across systems and escalate appropriately
Maintain and troubleshoot internal tools such as forms, QR codes, and operational trackers
Ensure links, permissions, and data flows function correctly
Document processes and provide guidance to end users