Senior IT Support Technician - Nashville

RockForce; Nashville (TN); Hybrid; USD 70,000 - 100,000; Full time

Job summary

RockForce in Nashville, TN is seeking a Centralized IT Technical Specialist to provide Tier 2 support across Windows, Microsoft 365, identity, and network issues. This role will investigate root causes, improve onboarding/offboarding workflows, and help standardize IT operations across locations.

You will collaborate with Tier 1 staff, document findings, and elevate complex cases as needed while operating in a hybrid schedule.

Qualifications

• Several years of professional IT support or related technical experience.
• Strong Windows endpoint and Microsoft 365 troubleshooting skills.
• Experience with endpoint management, identity and access administration, or enterprise tools.

Responsibilities

• Serve as a Tier 2 escalation resource for issues that cannot be resolved by frontline support.
• Diagnose and resolve complex Windows, Microsoft 365, authentication, endpoint and connectivity problems.
• Perform structured troubleshooting and root-cause analysis rather than treating symptoms.
• Coordinate with vendors or other resources for specialized support.
• Help standardize endpoint configurations and support workflows across locations.
• Create and maintain technical documentation and runbooks.

Skills

Windows troubleshooting

MS 365

Endpoint management

Identity & access

Networking basics

Troubleshooting methodology

Communication

Tools

Microsoft Intune

Microsoft Entra ID

Microsoft Defender

Job description

RockForce provides World-Class Workforce & Production Solutions for Live Events. Our comprehensive strategic services are geared for the industry's unique needs from start to strike. RockForce provides production resources for tours, concerts, festivals, sporting events, live broadcasts, award shows, and corporate activations world-wide. Our teams bring decades of unmatched experience and expertise executing the most demanding and high-profile events for the biggest names in sports and entertainment. From Workforce Deployment, Rigging, streamlined Payroll Services, & Production Management - We Set the Stage for the Greatest Moments in Live Events.

RockForce Operations has Workforce Divisions throughout the U.S. providing Union and Non-Union Stagehands for venues, broadcasting, and on-site productions with a commitment to safety, precision, and excellence. Every team member is thoroughly trained and supported by a leadership team with decades of hands-on experience in live event labor.

Position Summary

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.

Core 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.

Microsoft 365, Endpoint & Identity Administration

• 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.

Network, Infrastructure & Security Support

• 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 elevate 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.

Documentation, Standardization & Improvement

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Success in This Role

• Tier 2 issues are resolved efficiently with clear root-cause findings and useful documentation.
• Tier 1 support has a dependable escalation path and gains capability through knowledge transfer.
• Endpoint, identity, and access problems are reduced through better configuration and standardization.
• Recurring incidents decline as permanent fixes and automation replace repeated manual work.
• Technical processes are documented, repeatable, and supportable across RockForce locations.
• Security-sensitive issues are recognized quickly and handled according to established escalation and response procedures.

This role is hybrid, with 2-4 days in-office in Nashville, TN.

EQUAL EMPLOYMENT OPPORTUNITYRockForce strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.We also afford equal employment opportunities to qualified individuals with a disability. For this reason, RockForce will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, RockForce also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact Human Resources to request the opportunity to participate in a timely interactive process. We will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICESThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. RockForce reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. RockForce may require an employee to perform duties outside his/her normal description. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.