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IT Support Specialist II

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Trace3

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Location:
United States, Milpitas

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

32.00 - 38.00 USD / Hour
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Job Description:

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.

Job Responsibility:

  • 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.)
  • 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
  • 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
  • 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

Requirements:

  • High school diploma required
  • Associate’s degree or Bachelor’s 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 to work independently as an escalation point while collaborating cross-functionally with IT Ops, Security, and Engineering teams.
What we offer:
  • 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

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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