Senior IT Support Technician - Nashville

Rockforce • Nashville, TN

4d • Hybrid

About The Position

RockForce is seeking a Centralized IT Technical Specialist to provide Tier 2 technical support and serve as an escalation resource for more complex employee, endpoint, identity, Microsoft 365, and network issues. This role will work across the organization to resolve issues that require deeper technical investigation, improve endpoint and account-management practices, strengthen documentation, and help standardize IT operations across locations. The successful candidate will be comfortable moving beyond the immediate ticket to identify root causes, improve processes, and reduce repeat incidents.

Requirements

• Several years of professional IT support, systems administration, centralized support, or related technical experience.
• Strong Windows endpoint and Microsoft 365 troubleshooting skills.
• Experience with endpoint management, identity and access administration, or comparable enterprise management tools.
• Working knowledge of Microsoft Intune, Microsoft Entra ID, or similar platforms.
• Working knowledge of TCP/IP, VLANs, DNS, DHCP, Wi-Fi, VPNs, routing, and switching concepts.
• Ability to troubleshoot methodically, document findings clearly, and determine when escalation is appropriate.
• Strong communication, ownership, organization, and security-awareness skills.

Nice To Haves

• Experience with Microsoft Intune, Microsoft Entra ID, Microsoft Defender, Conditional Access, and Microsoft 365 administration.
• Experience with Ubiquiti / UniFi networking or other centrally managed network platforms.
• Experience with endpoint detection and response, vulnerability management, IT service-management tools, or asset-management systems.
• PowerShell or other scripting/automation experience.
• Exposure to SOC 2, NIST, CIS Controls, or comparable security/compliance frameworks.
• Experience supporting multi-site organizations, acquisitions, or technology integration efforts.

Responsibilities

• Serve as a Tier 2 escalation resource for technical issues that cannot be resolved through frontline support procedures.
• Diagnose and resolve complex Windows, Microsoft 365, authentication, endpoint, application, printer, and connectivity problems.
• Perform structured troubleshooting and root-cause analysis rather than repeatedly treating symptoms.
• Partner with Tier 1 support staff to improve escalation quality, knowledge transfer, and consistency of resolution.
• Coordinate with vendors or other technical resources when issues require specialized or third-party support.
• Administer and troubleshoot Microsoft Intune enrollment, configuration, compliance, application deployment, and endpoint policies.
• Provide Tier 2 assistance for complex device provisioning, imaging, deployment, or endpoint-compliance issues escalated by frontline support.
• Support Microsoft Entra ID user identity, access, MFA, device-registration, and authentication troubleshooting.
• Support Microsoft 365 services and resolve issues involving Outlook, Teams, OneDrive, SharePoint, licensing, and user access.
• Assist with endpoint security and device-compliance controls and remediation of systems that fall outside RockForce standards.
• Help improve onboarding, role-change, and offboarding workflows so account and endpoint changes are consistent and auditable.
• Troubleshoot LAN, WAN, Wi-Fi, DNS, DHCP, VPN, routing, switching, and other connectivity issues within the scope of the role.
• Support standardized office network environments and assist with technology deployments at RockForce locations.
• Recognize, investigate within assigned authority, and escalate suspicious authentication, endpoint, malware, phishing, or other security events.
• Support least-privilege access, endpoint management, patching, MFA, and other security controls established by RockForce IT leadership.
• Assist with security documentation, evidence collection, control execution, and operational practices that support RockForce compliance goals.
• Create and maintain technical documentation, runbooks, troubleshooting procedures, and knowledge-base content.
• Identify recurring incidents and recommend permanent fixes, configuration changes, automation, or user education.
• Help standardize endpoint configurations, application deployment, escalation procedures, and support practices across locations.
• Assist with development of measurable service expectations, incident priorities, and support workflows.
• Help capture technical knowledge organizationally so critical processes do not depend on a single individual.

Benefits

• World-Class Workforce & Production Solutions for Live Events
• Comprehensive strategic services geared for the industry's unique needs
• Production resources for tours, concerts, festivals, sporting events, live broadcasts, award shows, and corporate activations world-wide
• Decades of unmatched experience and expertise executing the most demanding and high-profile events
• Workforce Deployment, Rigging, streamlined Payroll Services, & Production Management
• Union and Non-Union Stagehands for venues, broadcasting, and on-site productions
• Commitment to safety, precision, and excellence
• Thoroughly trained teams supported by experienced leadership
• Hybrid work model (2-4 days in-office in Nashville, TN)
• Equal employment opportunity for all applicants
• Reasonable accommodations for individuals with disabilities
• Reasonable religious accommodations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed