Hiring: IT Support Specialist II Company: Trace3 Location: Houston, TX Job Posted Time: 2026-09-16 22:28:26 Employment Type: Remote Target Skills & Keywords : DNS, ServiceNow, VPN, macOS About the job 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. Required Skills: •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. •Partner cross-functionally 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. •Setup user and hoteling workstations Compensation: •Comprehensive medical, dental and vision plans for you and your dependents Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!