Help Desk Specialist II

Maverick Power•Garland, TX

13h•Onsite

About The Position

The Help Desk Specialist II serves as a critical escalation point for our corporate and facility technology infrastructure. This role bridges the gap between frontline triage and advanced system administration, ensuring high-performing system availability, security, and operational efficiency across all corporate and manufacturing locations. The ideal candidate possesses strong technical acumen, a root-cause troubleshooting mindset, and exceptional communication skills. This individual will manage device deployment, resolve escalated technical incidents, maintain strict security protocols, and support a high-performance team culture.

Requirements

High school diploma or equivalent required
Minimum of 2 years of progressive experience in an IT Helpdesk, Desktop Support, or Technical Support Specialist role, preferably within a fast-paced corporate or manufacturing environment.
Advanced troubleshooting knowledge of Windows 10/11 and macOS operating systems.
Hands-on experience with Microsoft 365 Administration, Active Directory, and Microsoft Intune (or equivalent MDM platforms).
Foundational understanding of network infrastructure and security protocols (VPNs, firewalls, and multi-factor authentication).
A strong focus on root-cause analysis rather than temporary fixes; ability to identify patterns and systemic technical trends.
Exceptional verbal and written communication skills, with the ability to translate complex technical concepts into accessible language for non-technical staff and leadership.
Ability to remain calm and decisive under pressure while prioritizing tasks in accordance with established Service Level Agreements (SLAs).

Nice To Haves

Associate or bachelor�s degree in information technology, Computer Science, or a related field is highly preferred.
CompTIA Network+/Security+, Microsoft Certified: Endpoint Administrator Associate, or ITIL 4 Foundation.

Responsibilities

Serve as the Tier 2 escalation point for advanced hardware, software, and network issues submitted by frontline support or external managed service provider (MSP) partners.
Administer user accounts, security groups, and access permissions within Active Directory and Microsoft Entra ID (Azure AD), ensuring alignment with corporate compliance and a "Zero Trust" security framework.
Provision, configure, and deploy corporate hardware (laptops, peripherals, and mobile devices) utilizing Mobile Device Management (MDM) tools such as Microsoft Intune.
Diagnose and resolve core networking issues (TCP/IP, DNS, DHCP, VPN configurations, and Wi-Fi connectivity) and support localized IT infrastructure, including smart conference rooms and plant-floor connectivity.
Manage day-to-day configuration and access for enterprise cloud applications, including Microsoft 365 (Exchange, Teams, SharePoint) and related corporate platforms.
Maintain a comprehensive, accurate asset inventory database for all hardware and software licenses.
Participate in regular internal audits to ensure physical security and software licensing compliance.
Create, update, and maintain internal technical documentation and user-facing Knowledge Base (KB) articles to standardize IT processes and empower Tier 1 self-service.
Partner closely with internal IT infrastructure staff, plant managers, and facility operations to coordinate hardware setups, office space transitions, and technical onboarding.