Senior IT Support Technician - OKC

Rockforce • Oklahoma City, OK

3d • Hybrid

About The Position

RockForce is seeking a Senior IT Support Technician to provide experienced frontline technology support across the organization. This role will own day-to-day employee support requests, workstation readiness, onboarding and offboarding tasks, Microsoft 365 support, device enrollment and compliance, hardware and peripheral troubleshooting, and basic network support. The successful candidate will combine strong technical troubleshooting with dependable customer service, disciplined ticket ownership, clear documentation, and a security-first mindset.

Requirements

• Professional experience in desktop support, help desk, field support, or a similar IT support role.
• Strong troubleshooting skills with Windows endpoints and common business technology.
• Working knowledge of Microsoft 365 and user-account support.
• Understanding of MFA, permissions, endpoint management, and basic identity and access concepts.
• Basic networking knowledge including TCP/IP, Wi-Fi, DHCP, DNS, and VPN troubleshooting.
• Strong customer-service, communication, organization, documentation, and follow-through skills.
• Ability to handle confidential information responsibly and recognize when an issue may have security implications.

Nice To Haves

• Experience with Microsoft Intune, Microsoft Entra ID, Microsoft Defender, or comparable endpoint and identity platforms.
• Experience with Ubiquiti / UniFi networking or other managed network environments.
• Experience supporting multiple offices, distributed users, IT asset-management systems, or ticketing/service-management platforms.
• Relevant Microsoft, CompTIA, or comparable industry certifications.

Responsibilities

• Serve as a primary point of contact for employee technology support and take ownership of requests through resolution or appropriate escalation.
• Troubleshoot Windows laptops and desktops, mobile devices, printers, peripherals, conference-room technology, and common business applications.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, authentication, and common user-access issues.
• Provide in-person and remote support while keeping employees informed of status and next steps.
• Maintain accurate and useful ticket notes, resolution details, and follow-up documentation.
• Prepare and configure company devices for new employees using RockForce standards and approved software.
• Assist with user onboarding, initial sign-in, MFA setup, Microsoft 365 access, and required business applications.
• Execute offboarding steps promptly, including account-access changes, equipment recovery, and documentation of completed actions.
• Assist with Microsoft Intune enrollment, device compliance, patching, software deployment, and remediation of noncompliant endpoints.
• Maintain accurate hardware and device inventory records and identify equipment requiring repair, replacement, or retirement.
• Prepare, image, configure, and provision laptops, desktops, and related equipment according to RockForce standards before deployment.
• Install required operating-system updates, business applications, security tools, Microsoft Intune enrollment, and approved configuration policies, and verify that devices are functional and compliant before release.
• Package and ship computers, peripherals, and replacement equipment to remote employees and RockForce locations, and coordinate device swaps when required.
• Receive and process returned equipment, including inspection, secure handling, reimaging, repair coordination, redeployment, or retirement as appropriate.
• Maintain accurate asset records, including assigned user, serial number, location, deployment status, and lifecycle information.
• Maintain a small on-hand inventory of deployable computers, common peripherals, and replacement equipment so urgent employee needs can be addressed without unnecessary delay.
• Coordinate with RockForce hardware and IT service vendors for procurement, vendor-led provisioning, repair, warranty service, and larger-scale deployments while retaining the ability to prepare devices internally when needed.
• Handle password resets, MFA enrollment, user-account troubleshooting, and approved access requests according to established procedures.
• Recognize and promptly escalate suspected phishing, malware, account compromise, unauthorized access, lost devices, or other potential security incidents.
• Support the RockForce requirement that devices accessing company data be properly managed and compliant with approved endpoint-management controls.
• Troubleshoot basic wired and wireless connectivity, Wi-Fi, DHCP, DNS, VPN, printers, and office-network issues, escalating advanced problems as needed.
• Follow least-privilege, approval, confidentiality, and security requirements in all support activities.
• Create and maintain clear documentation for recurring support tasks, common fixes, onboarding/offboarding procedures, and device standards.
• Identify repetitive support problems that can be reduced through standardization, training, documentation, or automation.
• Share knowledge with other support staff and help maintain consistent service practices across locations.
• Participate in IT process improvement, asset-management, security-awareness, and operational-readiness initiatives.

What This Job Offers

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