Advanced IT Support Specialist — SharePoint & Escalation Expert

Trace3; Houston (TX); On-site; USD 41,000 - 52,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision

401(k) with company match

Snacks and beverages in major offices

Generous PTO & work-life balance

Job summary

Trace3 is seeking an IT Support Specialist II to deliver advanced end-user support and SharePoint site administration. You will manage hardware lifecycles, handle escalations from Tier 1, and support collaboration platforms to boost productivity and compliance.

Responsibilities include hardware imaging, deployment and decommissioning using MDM tools, and providing onsite/offsite end-user support. A strong background in Windows/macOS, Office 365, and ServiceNow is required.

Qualifications

• Minimum 3 years in IT support, Tier 2/advanced escalation role.
• Experience troubleshooting hardware, software, networking, and cloud platforms.
• Experience supporting enterprise environments (200+ users) preferred.

Responsibilities

• Serve as escalation point for Tier 1 issues; provide advanced troubleshooting.
• Resolve complex incidents across Windows, macOS, Office 365, VPN, and business apps.
• Use ServiceNow for incident, request, and asset management; document resolutions.

Skills

Windows administration

macOS administration

Microsoft 365

SharePoint Online

ServiceNow

MDM (Intune/JAMF)

VPN & Networking

Education

High School Diploma or equivalent

Tools

Intune

JAMF

Workspace ONE

Office 365 Admin

Job description

Trace3 is seeking an IT Support Specialist II to deliver advanced end-user support and SharePoint site administration. You will manage hardware lifecycles, handle escalations from Tier 1, and support collaboration platforms to boost productivity and compliance.

Responsibilities include hardware imaging, deployment and decommissioning using MDM tools, and providing onsite/offsite end-user support. A strong background in Windows/macOS, Office 365, and ServiceNow is required.