IT Support Specialist II

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. 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. Hardware Lifecycle & Laptop Replacement Process 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.). SharePoint Support 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 escalate complex cases to the SharePoint admin or development team. Support SharePoint content organization, governance, and user training initiatives. Additional Responsibilities 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 SKILLS AND EXPERIENCE A minimum of 3years 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. Experience supporting enterprise environments with 200+ users preferred. Technical Skills 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 inter