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.

Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.

Estimated Pay Range

$30—$38 USD