IT Support Specialist II

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 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.

Education & Certifications

• High school diploma required; Associate’s degree or Bachelor’s degree in IT-related field preferred.
• Relevant certifications strongly preferred (CompTIA A+, Network+, Microsoft Certified: Endpoint Administrator, M365 Fundamentals, or SharePoint Specialist).

Additional Information:

Please note, this role will be fully onsite in Houston, Texas.