Onsite IT Support II - SharePoint & Endpoints

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

Benefits offered by this job

Comprehensive medical plans

401(k) with employer match

Competitive compensation

Training and development programs

Generous PTO

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

End-user support

Windows administration

macOS administration

Microsoft 365 administration

SharePoint Online

ServiceNow

MDM (Intune/JAMF)

Networking basics

Communication

Independent escalation

Education

High school diploma

Associate/Bachelor preferred

Tools

ServiceNow

Intune

JAMF

SharePoint Online

Workspace ONE

Job description

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.