IT Support Specialist – II

Rise Broadband

. Serve as the first point of contact for employee technology needs .

Posted 10/17/2026full-timeWestlake • Texas • United StatesMid-LevelSenior💰 $26 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support, including troubleshooting hardware, software, and network issues, while effectively managing user accounts and permissions in Azure/Active Directory. Strong communication skills facilitate clear interactions with non-technical users and contribute to a collaborative IT environment.

Highest-signal resume keywords

Microsoft 365 AdministrationAzure Active Directory ManagementApplication TroubleshootingNetwork Connectivity SupportService Desk Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Application TroubleshootingHardware TroubleshootingNetwork TroubleshootingWindows SupportMacOS SupportTicketing SystemsCloud Services ManagementUser Account ManagementTechnical DocumentationQuality Control Testing

Soft Skills

Clear CommunicationEmpathyReliabilityResourcefulnessAttention to Detail

Tools & Technologies

ServiceNowJira Service ManagementZendeskIntuneJamf

Certifications & Qualifications

Microsoft 365 CertificationAzure CertificationITIL Foundation CertificationCompTIA A+CompTIA Network+CompTIA Security+

Industry Keywords

Service DeskDesktop SupportIT Asset ManagementMFA EnrollmentVPN Support

Tech Stack

Tools & technologies

AzureCloudDNSJamfMacOSServiceNowTCP/IP

About the role

Key responsibilities & impact

Serve as the first point of contact for employee technology needs
Respond to Tier 1 and Tier 2 service desk incidents and support requests via phone, email, chat, and in person
Log, categorize, prioritize, and resolve support 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
Set up and deploy new hardware and software
Support network connectivity, VPN, Wi-Fi, and basic network troubleshooting; investigate network operations alerts and respond as necessary
Apply patches, updates, and security configurations according to company policy
Manage user accounts, permissions, and access in Azure/Active Directory (Microsoft Entra ID), Microsoft 365, and other business applications
Perform new hire onboarding and terminations, including equipment, according to defined procedures
Assist with MFA enrollment and password resets, and report suspicious activity
Create and maintain knowledge base articles and user guides
Maintain an accurate IT asset inventory
Prepare technical documentation with step-by-step instructions
Participate in technical training content creation and delivery
Participate in hardware standardization and application deployment selection; evaluate solution compatibility and vendor-supplied solutions
Contribute to IT projects such as migrations, rollouts, and upgrades
Provide occasional after-hours support for maintenance windows, urgent issues, or projects assigned by IT management

Requirements

What you’ll need

Associate’s degree in information technology, Computer Science, or a related field, or equivalent hands-on technical experience
4+ years of experience working in a dynamic service desk or desktop support environment
Microsoft 365 or Azure certification (e.g., MD-102, AZ-900, AZ-104, SC-900) and/or ITIL Foundation certification
Extensive experience in application, hardware, and network troubleshooting, including TCP/IP, DNS, DHCP, and basic networking concepts
Experience using ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk)
Strong knowledge of Windows and macOS platforms
Experience with quality control testing on new solutions
Clear and patient written and verbal communication with strong attention to detail, able to explain technical issues to non-technical users
Professional, empathetic, and reliable, with the ability to build strong working relationships with employees, vendors, and leaders at all levels
Resourceful self-starter who works independently, manages time well, and prioritizes multiple requests in a fast-paced environment
Discretion when handling confidential information
Preferred: CompTIA A+, Network+, or Security+ certification
Preferred: Experience with MDM tools (e.g., Intune, Jamf) and remote support tools
Preferred: Basic scripting skills (e.g., PowerShell)
Preferred: Experience supporting remote and onsite workforces

Benefits

Comp & perks

Professional and technical development through workshops, professional publications, and personal networks
Occasional after-hours support for maintenance windows, urgent issues, or assigned projects