{"id":984973,"url":"https://alion.io/job/trace3-it-support-specialist-ii","title":"IT Support Specialist II","company":{"id":1703,"name":"Trace3","domain":"trace3.com","url":"https://alion.io/company/trace3","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":9,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Houston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":103000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":483},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"OneDrive","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-16T21:23:17Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-11-13T09:10:29Z","board_verified":true,"closed_at":null,"days_open":57,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":57},"description":"Who is Trace3?\nTrace3 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.\nOur 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!\nTrace3 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. \nReady to discover the possibilities that live in technology?\nCome Join Us!\nStreet-Smart - Thriving in Dynamic Times\nWe 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.\nJuice - The “Stuff” it takes to be a Needle Mover \nWe 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.\nTeamwork - Humble, Hungry and Smart\nWe 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.\nJOB SUMMARY: \nThe 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. \nSUMMARY OF ESSENTIAL JOB FUNCTIONS:\nTier 2 Help Desk Support\nServe as the escalation point for Tier 1 issues, providing advanced troubleshooting for hardware, software, and network problems.\nResolve complex incidents related to Windows, macOS, Office 365, VPN, and business-critical applications.\nLeverage ServiceNow for incident, request, and asset management, ensuring accurate documentation and timely resolution of all tickets.\nDocument advanced resolutions and knowledge base articles for Tier 1 reference.\nCollaborate with IT Operations, Security, and Engineering teams to resolve persistent or systemic issues.\nMaintain a high level of customer satisfaction through effective communication and follow-up.\nProvide onsite user support in offices including but not limited to:Setup user and hoteling workstations\nReplacing faulty hardware as needed\n\nProvide remote end user support of Trace3 laptops, peripherals, and software.\nAdhere to support SLAs for various ticket criteria.\nHardware Lifecycle & Laptop Replacement Process\nCoordinate and track the full laptop replacement lifecycle from initiation to completion.\nContinuously follow up with individuals who have not returned replacement laptops within required timelines.\nUpdate ticketing systems with status changes, return confirmations, and escalation notes.\nMaintain accurate hardware inventory and return tracking records.\nEscalate unresolved or non-compliant cases to IT leadership promptly.\nPerform imaging, configuration, deployment, and decommissioning of hardware using MDM tools (Intune, JAMF, etc.).\nSharePoint Support\nProvide Tier 2 support for SharePoint Online, including permissions, site settings, document libraries, and list configurations.\nAssist business units with creating and maintaining SharePoint sites to support workflows and document management.\nTroubleshoot SharePoint-related issues and escalate complex cases to the SharePoint admin or development team.\nSupport SharePoint content organization, governance, and user training initiatives.\nAdditional Responsibilities\nParticipate in IT projects, system upgrades, and process improvement initiatives.\nMaintain compliance with IT security and operational policies.\nProvide backup support for other IT functions as assigned, including outside of normal business hours.\nREQUIRED SKILLS AND EXPERIENCE\nA minimum of 3years in IT support in Tier 2 / advanced support or escalation role.\nProven experience troubleshooting and resolving complex technical issues across hardware, software, networking, and cloud platforms.\nExperience supporting enterprise environments with 200+ users preferred.\nTechnical Skills\nProficiency in Windows and macOS administration, including advanced troubleshooting and configuration.\nStrong knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint Online, OneDrive).\nHands-on experience with ServiceNow or equivalent ITSM platform for incident, request, and asset management.\nFamiliarity with networking fundamentals (DNS, DHCP, VPN, wireless troubleshooting).\nProficiency with MDM platforms (Intune, JAMF, Workspace ONE, or equivalent) for imaging, deployment, and lifecycle management.\nExperience in SharePoint Online support including permissions, site configuration, and content management.\nStrong organizational and documentation skills; ability to create clear knowledge base articles for Tier 1.\nExcellent interpersonal skills with a customer-first mindset and ability to explain complex technical concepts to non-technical users.\nDemonstrated ability to work independently as an escalation point while collaborating cross-functionally with IT Ops, Security, and Engineering teams.\nEducation & Certifications\nHigh school diploma required; Associate’s degree or Bachelor’s degree in IT-related field preferred.\nRelevant certifications strongly preferred (CompTIA A+, Network+, Microsoft Certified: Endpoint Administrator, M365 Fundamentals, or SharePoint Specialist).\nAdditional Information:\nPlease note, this role will be fully onsite in Houston, Texas. \nActual 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.\nEstimated Pay Range\n$30—$38 USD\nThe Perks\nComprehensive medical, dental and vision plans for you and your dependents\n401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability\nCompetitive Compensation\nTraining and development programs\nMajor offices stocked with snacks and beverages\nCollaborative and cool culture\nWork-life balance and generous paid time off\nOur Commitment\nAt 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.\nWe’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.\nAs 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.\nAny 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.\nIf you require a reasonable accommodation to complete the application process or participate in an interview, please email .\n***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. 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