IT Support Specialist II
Provides advanced Tier 2 end-user IT support at Trace3's Houston office: troubleshooting Windows/macOS, Microsoft 365, VPN, and network issues, managing the laptop hardware lifecycle with MDM tools (Intune, JAMF), administering SharePoint Online, and using ServiceNow for incident and asset management. Fully onsite role.
- Compensation
- $30–$38 / hr
- Location
- Houston, TX
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- Minimum 3 years in IT support in Tier 2 / advanced support or escalation role
- Proven experience troubleshooting and resolving complex technical issues across hardware, software, networking, and cloud platforms
- Proficiency in Windows and macOS administration, including advanced troubleshooting and configuration
- Strong knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint Online, OneDrive)
- Hands-on experience with ServiceNow or equivalent ITSM platform for incident, request, and asset management
- Familiarity with networking fundamentals (DNS, DHCP, VPN, wireless troubleshooting)
- Proficiency with MDM platforms (Intune, JAMF, Workspace ONE, or equivalent) for imaging, deployment, and lifecycle management
- Experience in SharePoint Online support including 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 a customer-first mindset and ability to explain technical concepts to non-technical users
- Demonstrated ability to work independently as an escalation point while collaborating cross-functionally with IT Ops, Security, and Engineering
- High school diploma
Nice to have
- Experience supporting enterprise environments with 200+ users
- Associate's or Bachelor's degree in IT-related field
- Relevant certifications (CompTIA A+, Network+, Microsoft Certified: Endpoint Administrator, M365 Fundamentals, or SharePoint Specialist)
Full description
Who is Trace3?
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.
Ready to discover the possibilities that live in technology?Come Join Us!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.
Juice - The “Stuff” it takes to be a Needle Mover
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, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.
Teamwork - Humble, Hungry and Smart
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.
JOB SUMMARY:
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.
SUMMARY OF ESSENTIAL JOB FUNCTIONS:Tier 2 Help Desk Support
- 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.