IT Support Specialist II

We need to output HTML fragment with sections as per rules. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate like EEO, legal, etc. Also remove cookie/navigation etc. Also remove application instructions. Also remove duplicated lines. We need to parse the posting: It starts with "Who is Trace3?" then description of company. Then "Street-Smart - Thriving in Dynamic Times", "Juice - The “Stuff” it takes to be a Needle Mover", "Teamwork - Humble, Hungry and Smart". Those are cultural values. Then "JOB SUMMARY: ..." then "SUMMARY OF ESSENTIAL JOB FUNCTIONS:" with bullet lists. Then "REQUIRED SKILLS AND EXPERIENCE" with subpoints. Then "Education & Certifications". Then "Additional Information: Please note, this role will be fully onsite in Houston, Texas. Actual salary will be based on a variety of factors... Estimated Pay Range: $30 USD - $38 USD The Perks ..." Then list of benefits. Then "Our Commitment" etc (EEO). We need to remove EEO boilerplate. We need to decide sections: About the role (maybe JOB SUMMARY). Responsibilities (SUMMARY OF ESSENTIAL JOB FUNCTIONS). Requirements (maybe REQUIRED SKILLS AND EXPERIENCE). Qualifications (Education & Certifications). Skills (maybe part of required skills). Benefits (The Perks). Pay (Estimated Pay Range). Schedule (maybe not given; no schedule info, so omit). Also maybe include location? Not required as heading; could be in About the role paragraph. We must not create sections with filler. So include only those with content. We need to preserve all substantive info: company description, cultural values? Might be considered part of About the role? The "Who is Trace3?" and cultural values are about company. Could be included in About the role section as prose. We must not repeat job title. The job title is IT Support Specialist II. Not to be used as heading. We need to output only HTML fragment, no /. Use

headings,

• for lists,

  for prose. We need to ensure we don't include duplicated lines. Also remove application instructions (like "If you require a reasonable accommodation..."). Let's extract content: Company description: "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 1,200 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!" Then cultural values sections: Street-Smart, Juice, Teamwork. Those are descriptive paragraphs. We could combine them into About the role prose. Job summary: "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." Essential functions list: - 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 USD - $38 USD" 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" We need to output sections: About the role (company description + cultural values). Responsibilities (essential functions). Requirements (maybe required skills and experience). Qualifications (education & certifications). Skills (maybe we could split but we can keep skills under Requirements? But we need separate sections only if content exists. Could have Skills section for technical skills list. But we already have required skills and experience includes technical skills. Might be okay to have Requirements covering that. Qualifications for education/certs. Benefits for perks. Pay for estimated pay range. Schedule not present, omit. We must not repeat job title. Ensure we don't include any boilerplate like EEO, accommodation request, recruitment agency note. We must preserve all substantive info: ensure we include all bullet points. Let's craft HTML. We'll start with

  About the role

  then

  containing company description and cultural values combined into prose. Might be long but okay. We need to avoid duplication: The company description includes "Ready to discover the possibilities that live in technology? Come Join Us!" That's a call to action but maybe considered boilerplate? It's part of company description; we can keep. Cultural values: we can summarize as a paragraph describing Street-Smart, Juice, Teamwork. Keep the descriptive sentences. Let's write:

  Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to clients. Equipped with elite engineering and dynamic innovation, Trace3 empowers IT executives to achieve competitive advantage through Integrate, Automate, Innovate. The culture embodies a startup spirit with scalable business advantages, encouraging career growth and fun. Headquartered in Irvine, California, Trace3 employs over 1,200 people across the U.S., with major field offices in Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, and San Francisco. Employees embrace Street‑Smart thriving in dynamic times, Juice as the drive to be a needle‑mover, and Teamwork characterized by humility, hunger, and smart collaboration.

  That captures. Now Responsibilities:

  Responsibilities

  then
  with each main bullet as
  • and sub-items as nested
    • . We'll need to preserve all details. We'll list: - 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