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 1,000 people all over the United States. Our major field office locations include Atlanta, Denver, Detroit, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Diego, San Francisco, and Scottsdale.

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 Help Desk Support Technician (“HDST”) is the first line of support for Trace3 employees when they have problems or questions pertaining to information technology. The HDST will be responsible for diagnosis, resolution and escalation of support tickets. Strong skills in problem solving and detailed documentation are vital to the success of the HDST at Trace3.  Must be residing in the Irvine, CA area.

What You’ll Do:

Responsible for handling support requests including but not limited to:

  • Windows Ecosystem (Windows Client & Active Directory)
  • Apple OS X/macOS client support
  • Microsoft Office for Windows and Mac (Active Directory and Office 365 support
  • Hardware support including laptop and mobile devices
  • Application management and support, including client, mobile and cloud-based apps (i.e. Box)
  • Work with Level 2 support to document procedures and update the Help Center to help decrease escalations and increase first call resolution
  • Utilize company ticketing system to track and respond to incoming service requests in a timely manner

REQUIRED SKILLS AND EXPERIENCE:

  • Minimum 3 years' of experience with help desk or system administrator duties in small to medium enterprises required
  • Experience with the following technologies:
    • Windows Ecosystem (Windows Client & Active Directory)
    • Client and mobile hardware (PC, Mac, iOS, Android)
    • Networking Basics: (TCP/IP, DNS, VPN)
    • Identity Management (Okta)
    • Unified Communications & Collaboration (WebEx, Zoom, Conference Room video conferencing systems)
    • Security Systems (MDM/MAM, Crowdstrike, Netskope)
  • Highly organized, detail-oriented, excellent time management skills and able to effectively prioritize tasks in a fast-paced, high-volume, and evolving work environment
  • Ability to approach customer and sales requests with a proactive and consultative manner; listen and understand user requests and needs and effectively deliver solutions
  • Comfortable managing multiple and changing priorities, and meeting deadlines in an entrepreneurial environment
  • Strong ability to operate independently
  • Excellent oral and written communication skills
  • Strong proficiency in Microsoft Office (Word, PowerPoint, Outlook and Excel)
  • Experience with Data Analytics
    • IT Operational performance and metrics
    • PowerBI

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 office culture
  • Work-life balance and generous paid time off

***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.

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