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 1200 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 mentallymapping outevery 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 companys mission. We treat others with respect admit mistakes give credit where its 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.

About the Role:

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.

*** This position is onsite in our Grand Rapids MI office***

What Youll Do:

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.)
  
  

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
  
  

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

• High school diploma required; Associates degree or Bachelors degree in IT-related field preferred
• A minimum of 3 years in IT support with at least 2 years 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
• Relevant certifications strongly preferred (CompTIA A Network Microsoft Certified: Endpoint Administrator M365 Fundamentals or SharePoint Specialist).
• 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 complex technical concepts to non-technical users
• Demonstrated ability towork independentlyas an escalation point while collaborating cross-functionally with IT Ops Security and Engineering teams.

The Perks

• 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 and 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

Our Commitment

At the core of Trace3s 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.

Were 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.

As 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.

Any 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.

If you require a reasonable accommodation to complete the application process or participate in an interview please email.

***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. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.