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:
*** This is a 100% Onsite requirement in Allen, TX. Monday - Friday, 8AM to 5PM ***
What You’ll Do:
- Provide Tier I technical support to end users, both onsite and remotely.
- Manage, prioritize, and document support requests through Zendesk.
- Troubleshoot and resolve issues related to:
- Network infrastructure (Meraki or similar)
- Microsoft Intune and Entra
- VMware virtualization environment
- Windows servers and their roles
- Deliver professional, white-glove field service support.
- Escalate complex issues as necessary, ensuring timely resolution.
- Maintain accurate and detailed ticket documentation.
- Support end users by providing guidance on IT policies, tools, and best practices.
- Perform effectively under pressure in a high-stress environment.
Qualifications & Interests:
- Associate degree in Information Technology or a related field, OR a minimum of 2 years of experience in a service desk or IT support role.
- Hands-on experience with:
- Zendesk (or comparable ticketing system)
- Network infrastructure (Meraki or similar)
- Microsoft Intune and Entra
- VMware virtualization platforms
- Basic understanding of Windows server roles and functions.
- Strong interpersonal skills: active listening, communication, and customer service.
- Ability to multi-task, adapt to changes quickly, and manage time effectively.
- Technical awareness: ability to match resources and tools to technical issues.
- Awareness of the IT services being supported.
- Typing and documentation skills to ensure quick, accurate entry of service request details.
- Self-motivated with the ability to work in a fast-paced environment.
- Must be eligible to work in the U.S. without the need for sponsorship.
WORK ENVIRONMENT:
- Must work onsite at the corporate office during the first three months for training and onboarding.
- Operates in a professional office environment using standard office equipment (computers, phones, photocopiers, filing cabinets, etc.).
PHYSICAL DEMANDS:
- Regularly required to sit, stand, talk, hear, and use hands and fingers to operate computer equipment.
- Must be able to stoop, kneel, or reach to install and move computer equipment.
- Specific vision abilities include close vision due to computer work.
- Must be able to lift and move up to 50 pounds as needed.
- Ability to work effectively in a high-pressure, demanding environment.
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
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.
Skills Required
- Associate degree in Information Technology or a related field, or at least 2 years of service desk or IT support experience
- Hands-on experience with Zendesk or a comparable ticketing system
- Hands-on experience with Meraki or similar network infrastructure
- Hands-on experience with Microsoft Intune and Entra
- Hands-on experience with VMware virtualization platforms
- Basic understanding of Windows Server roles and functions
- Strong interpersonal, active listening, communication, and customer service skills
- Ability to multitask, adapt quickly, and manage time effectively
- Technical awareness and ability to match resources and tools to technical issues
- Awareness of the IT services being supported
- Typing and documentation skills for accurate service request entry
- Self-motivation and ability to work in a fast-paced environment
- Must be eligible to work in the United States without sponsorship
- Must work 100% onsite at the client corporate office in Allen, Texas, Monday through Friday, 8 AM to 5 PM
- Ability to stoop, kneel, reach, and lift or move up to 50 pounds as needed
Trace3 Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Trace3 and has not been reviewed or approved by Trace3.
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Leave & Time Off Breadth — PTO is offered as flexible or unlimited for many salaried roles, with company language emphasizing generous time off and work-life balance. Remote-work programs and flexible schedules reinforce practical access to time away.
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Healthcare Strength — Core coverage includes medical, dental, vision, HSA, life insurance, and long‑term disability, with multiple plan options in some locations. Mental‑health benefits and first‑of‑month eligibility contribute to a comprehensive offering.
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Strong & Reliable Incentives — Revenue and presales roles feature competitive base pay with meaningful on‑target earnings potential, and performance bonuses are part of the total rewards mix. This structure can deliver strong outcomes for high performers.
Trace3 Insights
What We Do
Trace3, a pioneer in business transformation solutions, empowers organizations to lead their market space by keeping pace with the rapid changes in IT innovations ensuring relevance to specific business initiatives required to maximize revenue generation by leveraging the latest Silicon Valley, cloud, big data and datacenter technologies maximizing organizational health. We have a unique ability to deliver optimal solutions combined with our talented team and over 10 years of documented best practices that unify people, process and technology. Over 2,000 globally recognized companies trust in Trace3 to stay relevant and innovative in today’s highly competitive market.
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