Senior IT Support Technician - OKC or Nashville

Job Description

Job Description

ABOUT ROCK F ORCE

Rock F orce 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. Rock F orce 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.

Rock F orce 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 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.

Core 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.

Onboarding, Offboarding & Endpoint Support

• 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.

Hardware Provisioning, Deployment & Inventory

• 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.

Identity, Security & Basic Network Support

• 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.

Documentation & Team Contribution

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Success in This Role

• Employees receive timely, professional support and know the status of their requests.
• New employees receive properly configured, secure devices and departing employees are offboarded consistently.
• Endpoints remain accurately inventoried, properly managed, and compliant with RockForce standards, with a small ready-to-deploy hardware stock maintained for urgent needs.
• Routine issues are resolved at Tier 1 while complex or security-sensitive problems are escalated promptly and with useful documentation.
• Recurring support demand decreases over time through better documentation, standardization, and process improvement.

The role is hybrid, with 2-4 days in-office in OKC, Oklahoma or Nashville, TN

EQUAL EMPLOYMENT OPPORTUNITY

Rock F orce 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, Rock F orce 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, Rock F orce 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 PRACTICES

The 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. Rock F orce reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Rock F orce 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.