IT Support Specialist II

The IT Support Specialist II at Trace3 provides advanced end-user technical support and acts as an escalation point for Tier 1. This fully onsite role in Houston, Texas also includes managing the laptop replacement lifecycle and supporting SharePoint Online environments for users while meeting incident resolution and compliance expectations.

Location and Employment Details

• Location: Houston, TX (onsite)
• Pay: USD 30 - 38 per hour
• Minimum experience: 3 years
• Education: High school diploma required; Associate's degree or Bachelor's degree in an IT-related field preferred

Key Responsibilities

• Serve as the escalation point for Tier 1 and provide advanced troubleshooting for hardware, software, and network issues.
• Resolve complex incidents involving Windows, macOS, Office 365, VPN, and business-critical applications.
• Use ServiceNow to manage incidents, requests, and assets, ensuring accurate documentation and timely resolution of tickets.
• Document advanced resolutions and maintain knowledge base articles for Tier 1 reference.
• Coordinate with IT Operations, Security, and Engineering to address persistent or systemic issues.
• Maintain customer satisfaction through clear communication and follow-up.
• Provide onsite support for office users, including setup for user and hoteling workstations.
• Handle onsite hardware replacement for faulty equipment as needed.
• Provide remote support for Trace3 laptops, peripherals, and software.
• Follow support SLAs tied to ticket criteria.
• Coordinate and track the full laptop replacement lifecycle from initiation through completion.
• Follow up with users 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 promptly to IT leadership.
• Perform imaging, configuration, deployment, and decommissioning using MDM tools such as Intune and JAMF (and other listed platforms).
• Provide Tier 2 SharePoint Online support, including permissions, site settings, document libraries, and list configurations.
• Assist business units with creating and maintaining SharePoint sites for workflows and document management.
• Troubleshoot SharePoint issues and escalate 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.

Required Qualifications

• Minimum of 3 years in IT support in Tier 2 or an advanced support and escalation role.
• Proven ability to troubleshoot and resolve complex issues across hardware, software, networking, and cloud platforms.
• Experience supporting enterprise environments with 200+ users is preferred.
• Proficiency in Windows and macOS administration, including advanced troubleshooting and configuration.
• Strong knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint Online, and OneDrive.
• Hands-on experience with ServiceNow (or equivalent ITSM platform) for incident, request, and asset management.
• Familiarity with networking fundamentals including DNS, DHCP, VPN, and wireless troubleshooting.
• Proficiency with MDM platforms such as Intune, JAMF, Workspace ONE, or equivalent for imaging, deployment, and lifecycle management.
• Experience supporting SharePoint Online, including permissions, site configuration, and content management.
• Strong organizational and documentation skills, including the ability to create clear knowledge base articles for Tier 1.
• Excellent interpersonal skills with a customer-first mindset and the ability to explain technical concepts to non-technical users.
• Ability to work independently as an escalation point while collaborating cross-functionally with IT Ops, Security, and Engineering teams.

Technologies

• ServiceNow
• Windows, macOS
• Office 365, Microsoft 365
• Exchange Online, Teams, SharePoint Online, OneDrive
• VPN
• MDM tools: Intune, JAMF, Workspace ONE (and equivalent listed platforms)
• Networking: DNS, DHCP, wireless troubleshooting

Benefits

• 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
• 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