Tier-2 IT Support Specialist: Windows & 365

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 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.