Hybrid IT Support Pro: End-User & Security Focus

ROCS Grad Staffing; Arlington (AL); Hybrid; USD 32,000 - 34,000; Full time

Job summary

ROCS Grad Staffing is seeking an IT help desk professional to provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, software, and peripherals in a dynamic environment. You will assist users with account access, web portals, and business applications while delivering remote and onsite support.

The role requires knowledge of Microsoft 365, Active Directory, Windows, and ticketing systems (ServiceNow, Jira, Zendesk).

Qualifications

• Associate degree in IT or related field or equivalent hands-on experience.
• 1–2 years of IT help desk or end-user support.
• Experience with Microsoft 365, Active Directory, Windows OS.
• Experience with ticketing systems (ServiceNow, Jira, Zendesk).
• Strong troubleshooting, organizational, and customer service skills.
• Excellent verbal and written communication; able to explain tech to nontechnical users.
• U.S. citizenship required.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, software, and peripherals.
• Troubleshoot account access issues and assist users with portals and business applications.
• Respond to support requests through the organization's ticketing system, providing remote and onsite assistance.
• Create and manage user accounts, permissions, and access requests using Active Directory and Microsoft 365.
• Assist with multi-factor authentication, onboarding, offboarding, and user access management.
• Maintain accurate hardware and software inventory records, including equipment check-in, check-out, and disposal.
• Assist with software updates, patching, vulnerability remediation, and other IT security initiatives.
• Coordinate with third-party vendors to resolve recurring technical issues.
• Document support tickets, resolutions, and troubleshooting procedures.
• Prepare support reports, maintain knowledge base articles, and develop user guides.
• Assist the IT Director with technology projects and infrastructure improvements.

Skills

Tier 1/2 support

Active Directory

Microsoft 365

Windows OS

Customer service

Communication

Ticketing systems

Education

Associate degree in IT or related field

Tools

ServiceNow

Jira

Zendesk

PowerShell

Job description

ROCS Grad Staffing is seeking an IT help desk professional to provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, software, and peripherals in a dynamic environment. You will assist users with account access, web portals, and business applications while delivering remote and onsite support.

The role requires knowledge of Microsoft 365, Active Directory, Windows, and ticketing systems (ServiceNow, Jira, Zendesk).