IT Support Specialist II (On-site)

Trace3 • Milpitas, CA

22h • $32 - $38 • Onsite

About The Position

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 on-site in our Milpitas, CA office

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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees