IT Support Specialist; Tier 2

Position: IT Support Specialist (Tier 2)

Are you looking to join a fast-growing team of IT professionals where no two days are the same? At Rock Technology, you’ll find meaningful opportunities to grow your career through hands‑on experience, continuous learning, and professional development, along with exposure to a diverse and ever‑changing technical environment.

Rock Technology is seeking a Tier 2 IT Technician who can support day‑to‑day technical operations while helping drive our shift toward cloud‑first solutions and stronger business continuity practices. This role is ideal for someone with a strong troubleshooting foundation and a mind for modernization.

As a rapidly expanding technology company in a fast‑paced industry, we’re looking for someone who can adapt quickly, learn continuously, and take initiative. The ideal candidate works well as part of a team but is also confident taking ownership of tasks and seeing them through—someone who’s ready to roll up their sleeves and get things done every day. This position offers a clear opportunity for career advancement as your skills and responsibilities grow.

Role Overview

Your first 60–90 days will focus on advanced Tier 1 and early Tier 2 responsibilities as you:

• Learn our tools, clients, processes, and documentation standards
• Demonstrate your troubleshooting approach and communication style
• Build rapport with the team and learn how we triage and manage workload
• Show your ability to handle escalations effectively and mentor junior technicians
• Begin engaging with cloud, identity, and BCDR workflows

After your ramp‑in period, you’ll progressively take on deeper cloud and BCDR responsibilities with a path toward Tier 3 specialization.

Your Responsibilities Service Desk & Ticket Management

• Triage incoming service tickets and assign appropriately
• Work escalated issues and guide Tier 1 Technicians
• Communicate clearly with clients and provide regular updates
• Help refine service desk workflows and processes

Tier 2 Technical Support

• Troubleshoot escalated email, endpoint, network, and BCDR issues
• Perform root‑cause analysis and advanced diagnostics
• Assist with projects, upgrades, and new client implementations

Cloud & Modern Workplace

• Support migrations from on‑prem environments to “the cloud”
• Assist with Entra  (Azure AD), MFA, and security improvements
• Participate in Intune and Autopilot device management initiatives
• Help modernize SharePoint and Microsoft Teams file structures

Backup, Continuity & Disaster Recovery

• Assist in maintaining and improving backup and DR strategies
• Participate in restore testing and documentation
• Help validate RTO/RPO objectives
• Work alongside senior engineers to standardize BCDR practices

Team Leadership & Mentorship

• Mentor and support Junior Technicians
• Improve internal documentation and knowledge base content
• Identify gaps in tools or processes and suggest improvements

What We’re Looking For

Required Qualifications

• Strong Tier 2 IT troubleshooting experience (5+ years of experience)
• Solid Microsoft 365 knowledge (Exchange, Teams, admin basics)
• Strong networking fundamentals (DNS, DHCP, ports, firewall rules)
• Experience with virtualization or VDI environments
• Excellent communication and customer service skills
• Detail Oriented with a high level of organization
• Ability to mentor Junior Technicians
• Ability to work onsite at our Cedar Rapids office

Preferred (Nice to Have)

• Entra  / Azure AD administration experience
• Intune or Autopilot device management
• SharePoint Online or Microsoft Teams administration
• Windows Server management experience
• Backup & DR platform experience
• Understanding of RTO/RPO and failover decision‑making
• Power Shell or scripting experience
• PSA software experience (queue management, workflows, automation)

Career Growth & Advancement

This role is designed as a launch point into:

• Cloud Engineering (Intune, identity, Zero Trust)
• Business Continuity & Disaster Recovery (BCDR) engineering
• Tier 3 Infrastructure or Systems Engineering

Your growth path will be shaped around your strengths and interests.

Benefits & Employment Details

• Full‑time, onsite position in Cedar Rapids, IA
• Competitive compensation
• Certification reimbursement (CompTIA, Microsoft, and more)
• Supportive, growth‑focused team environment
• 401K Match
• Medical, Dental, and Vision Insurance
• Paid Vacation

Apply Today

If you’re ready to work with a team that values initiative, collaboration, and professional growth, we’d love to hear from you.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Apply Now#J-18808-Ljbffr