Associate it support specialist

Who is Trace3?

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!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

About the Role:

The Associate IT Support Specialist will provide first-level support for end-users experiencing IT-related issues. This role will ensure timely and effective technical assistance throughout the organization and will serve as the primary point of contact for troubleshooting hardware, software, and network-related issues via phone, email, or ticketing systems.

*** This position is onsite in our Grand Rapids, MI office***

What You’ll Do:

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 the 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

Tier 1 Help Desk Support

• Serve as the initial point of contact for IT support via email or the support portal
• Accurately log incidents and requests in the ticketing system, ensuring proper documentation and prioritization
• Diagnose and troubleshoot basic technical issues related to desktops, laptops, mobile devices, printers, and other peripherals
• Provide assistance with Microsoft Windows OS, Office 365, VPN, and other common business applications
• Perform hardware maintenance and upgrades on laptops
• Escalate complex issues to Tier 2/3 support or specialized teams according to defined escalation procedures
• Guide users through step-by-step solutions and document resolutions for future reference
• Reset passwords, unlock accounts, and manage user access within Active Directory and related systems
• Monitor and follow up on open tickets to ensure timely resolution and user satisfaction
• Maintain knowledge of internal systems, IT procedures, and support best practices
• Participate in team meetings, training sessions, and continuous improvement initiatives
• Provide on-site 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
• May perform other duties as assigned by the supervisor
• Strong organizational and documentation skills; ability to create clear knowledge base articles for Tier 1
  
  

Required Skills and Experience

• High school diploma required; Associate’s degree or relevant certifications (CompTIA A+, Microsoft Certified) preferred
• A minimum of 1 year of experience in a Help Desk support or computer service role
• Proficiency with Windows and macOS environments, Microsoft Office Suite, and basic networking concepts
• Excellent communication and interpersonal skills with a customer-first attitude
• Ability to multitask in a fast-paced environment while maintaining accuracy and professionalism

Technical Skills

• Familiarity with Windows and macOS operating systems.
  • OS Patching
  • Upgrades
  • Hardware troubleshooting
• Understanding of Microsoft 365, Google Workspace, or similar productivity platforms
• Basic knowledge of networking concepts (TCP/IP, DNS, VPN, Wi-Fi)
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) preferred
  
  

Soft Skills

• Strong customer service orientation and communication skills
• Ability to multitask, prioritize, and manage time effectively
• Eagerness to learn new technologies and processes
• Team player with a positive, problem-solving mindset
• 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.

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: $27 USD - $33 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
• Stocked kitchen with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email [email protected].

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.