IT Support Technician II

About the role

The IT Support Technician II is an experienced technical support role responsible for advanced incident resolution, break/fix support, hands‑on project participation, and administration of support‑governed technologies across assigned facilities. This position serves as a key technical resource within the corporate IT support structure, providing both responsive end‑user support and direct execution support for deployments, upgrades, refresh efforts, and operational improvement initiatives. The role is designed for technicians who can independently handle a broad range of support issues, perform administrative tasks within assigned systems, and contribute meaningfully to both project and operational work. The IT Support Technician II supports all user populations, including executive and VIP users, and is expected to work across multiple facilities as needed. The role also serves as a technical resource and peer mentor to Level 1 technicians, helping strengthen consistency, troubleshooting quality, and support‑team capability. Some travel will be required. This position will be based in our Houston (E4A) office. Relocation assistance is available for non‑local candidates.

Responsibilities

• Resolve advanced hardware, software, endpoint, access, mobile‑device, conferencing, printing, and workstation incidents for business, operational, remote, executive, and VIP users.
• Manage incidents through resolution by troubleshooting, communicating with users, validating fixes, documenting work, and escalating issues when specialized expertise is required.
• Perform break/fix, provisioning, configuration, asset, and lifecycle support for laptops, desktops, mobile devices, peripherals, printers, meeting‑room systems, and related technologies.
• Support IT projects, deployments, upgrades, migrations, office moves, refresh cycles, testing, and post‑deployment stabilization across assigned and regional facilities.
• Administer support‑governed systems, including endpoint‑management, Microsoft 365, mobile‑device‑management, conferencing, asset, and end‑user support platforms, in accordance with established procedures.
• Contribute to site readiness, operational continuity, inventory accuracy, documentation, knowledge articles, technical procedures, and process improvements.
• Guide IT Support Technician I staff through peer mentoring, troubleshooting guidance, escalation readiness, documentation standards, and consistent customer‑service practices.

Requirements

• Associate’s degree in information technology or a related field; or an equivalent combination of education, certifications, and relevant experience.
• Three to five years of progressively responsible experience in IT support, endpoint support, field support, or service desk operations.
• Demonstrated experience resolving intermediate to advanced end‑user technical issues across multiple device and software categories.
• Experience performing administrative tasks in support‑related platforms as part of operational support or project execution.
• Working knowledge of endpoint support, Microsoft 365 environments, device provisioning, user access support, mobile devices, conferencing technologies, and hardware lifecycle support.
• Strong troubleshooting, customer‑service, communication, organization, and documentation skills.

Pay

• Competitive Salary: Base range (commensurate with experience) + bonus

Benefits

• Long‑Term Growth: Eligible to participate in Riot’s equity incentive programs and share in the success you help build.
• 401(k) Retirement Plan: Includes a generous company match.
• Comprehensive Health Coverage: Multiple medical plan options, including 100% company‑paid plans.
• Wellness & Lifestyle Perks: Free gym memberships, pet insurance, childcare discounts, and more.
• Relocation assistance for non‑local candidates.