IT Support Specialist II
Trace3
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Trace3 in Houston seeks an IT Support Specialist II to deliver advanced end-user support, manage hardware lifecycle, and administer SharePoint sites. You will serve as Tier 2 escalation for complex incidents and collaborate with IT Ops, Security, and Engineering.
The role requires strong Windows/macOS, MS 365, ServiceNow, and imaging using MDM tools. Onsite and remote support, adherence to SLAs, and a customer-first mindset are essential.
Qualifications
- 3+ years in IT support at Tier 2 or escalation role.
- Experience troubleshooting hardware, software, network, and cloud issues.
- Experience in enterprise environments with 200+ users preferred.
- Strong Windows and macOS administration and MS 365 administration.
- Hands-on with ServiceNow for incident, request, and asset management.
- Familiarity with DNS, DHCP, VPN, and wireless troubleshooting.
- MDM for imaging and lifecycle management (Intune/JAMF).
- SharePoint Online support including permissions and site configuration.
Responsibilities
- Serve as escalation point for Tier 1 issues with advanced troubleshooting.
- Resolve complex incidents across hardware, software, networking, and cloud.
- Leverage ServiceNow for incident, request, and asset management; document steps.
- Collaborate with IT Ops, Security, and Engineering to fix systemic issues.
- Maintain high customer satisfaction through clear communication.
- Provide onsite user support and remote end-user support for Trace3 devices.
- Adhere to IT SLAs and assist with knowledge base creation.
Skills
Education
Tools
Job description
Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.
Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!
Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.
Street-Smart-Thriving in Dynamic Times
We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.
We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentallymapping outevery checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.
We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.
The IT Support Specialist II will provide advanced end-user technical support, manage the hardware lifecycle (including laptop replacement tracking and escalations), and deliver SharePoint site administration and user support. Acting as an escalation point for Tier 1 support, this role will handle complex incidents, ensure timely resolution of hardware and software issues, and support collaboration platforms to improve productivity and maintain compliance.
- Serve as the escalation point for Tier 1 issues, providing advanced troubleshooting for hardware, software, and network problems.
- Resolve complex incidents related to Windows, macOS, Office 365, VPN, and business-critical applications.
- Leverage ServiceNow for incident, request, and asset management, ensuring accurate documentation and timely resolution of all tickets.
- Document advanced resolutions and knowledge base articles for Tier 1 reference.
- Collaborate with IT Operations, Security, and Engineering teams to resolve persistent or systemic issues.
- Maintain a high level of customer satisfaction through effective communication and follow-up.
- Provide onsite user support in offices including but not limited to:
- Setup user and hoteling workstations
- Replacing faulty hardware as needed
- Provide remote end user support of Trace3 laptops, peripherals, and software.
- Adhere to support SLAs for various ticket criteria.
- Coordinate and track the full laptop replacement lifecycle from initiation to completion.
- Continuously follow up with individuals who have not returned replacement laptops within required timelines.
- Update ticketing systems with status changes, return confirmations, and escalation notes.
- Maintain accurate hardware inventory and return tracking records.
- Escalate unresolved or non-compliant cases to IT leadership promptly.
- Perform imaging, configuration, deployment, and decommissioning of hardware using MDM tools (Intune, JAMF, etc.).
- Provide Tier 2 support for SharePoint Online, including permissions, site settings, document libraries, and list configurations.
- Assist business units with creating and maintaining SharePoint sites to support workflows and document management.
- Troubleshoot SharePoint-related issues and elevate complex cases to the SharePoint admin or development team.
- Support SharePoint content organization, governance, and user training initiatives.
- Participate in IT projects, system upgrades, and process improvement initiatives.
- Maintain compliance with IT security and operational policies.
- Provide backup support for other IT functions as assigned, including outside of normal business hours.
- A minimum of 3years in IT support in Tier 2 / advanced support or escalation role.
- Proven experience troubleshooting and resolvingcomplex technical issuesacross hardware, software, networking, and cloud platforms.
- Experience supportingenterprise environmentswith 200+ users preferred.
- Technical Skills
- Proficiency inWindows and macOS administration, including advanced troubleshooting and configuration.
- Strong knowledge ofMicrosoft 365 administration(Exchange Online, Teams, SharePoint Online, OneDrive).
- Hands-on experience withServiceNowor equivalent ITSM platform for incident, request, and asset management.
- Familiarity withnetworking fundamentals(DNS, DHCP, VPN, wireless troubleshooting).
- Proficiency withMDM platforms(Intune, JAMF, Workspace ONE, or equivalent) for imaging, deployment, and lifecycle management.
- Experience inSharePoint Online supportincluding permissions, site configuration, and content management.
- Strong organizational and documentation skills; ability to create clear knowledge base articles for Tier 1.
- Excellent interpersonal skills with acustomer-first mindsetand ability to explain complex technical concepts to non-technical users.
- Demonstrated ability towork independentlyas an escalation point while collaborating cross-functionally with IT Ops, Security, and Engineering teams.
- High school diploma required; Associate’s degree or Bachelor’s degree in IT-related field preferred.
- Relevant certifications strongly preferred (CompTIA A+, Network+, Microsoft Certified: Endpoint Administrator, M365 Fundamentals, or SharePoint Specialist).
Please note, this role will be fully onsite in Houston, Texas.
Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.
$30 - $38 USD
- Comprehensive medical, dental and vision plans for you and your dependents
- 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
- Competitive Compensation
- Training and development programs
- Major offices stocked with snacks and beverages
- Collaborative and cool culture
- Work-life balance and generous paid time off
At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.
We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.
As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.
Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.
If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
