IT Help Desk Specialist (TX)

Maverick Payments • The Woodlands, TX

2d • $29 - $34 • Hybrid

About The Position

Reporting to the Director of Information Technology, the IT Helpdesk Specialist will provide Helpdesk support for all employees at Maverick. This position supports internal users by installing computer hardware and initiating user Onboarding/Offboarding.
Setting up and installing new computing hardware, printers, imaging OS (Windows, Mac).
Serve as an escalation point for complex technical incidents from Helpdesk I/II analysts, providing advanced troubleshooting for Windows, macOS, mobile devices, networking, and enterprise applications.
Administer and manage identity, access, and security configurations across platforms such as Active Directory, Azure AD, and Microsoft 365, including group policy adjustments, user provisioning, and mailbox management.
Use remote access software, such as ConnectWise, ManageEngine.
Maintain and improve remote support infrastructure (ConnectWise, ManageEngine), including scripting automations, ticket workflow tuning, and performance insights.
Analyze recurring technical issues, identify root causes, and recommend permanent fixes or improvements to system reliability and support processes.
Lead small-to-medium-sized IT projects, such as hardware refresh cycles, software rollouts, or departmental technology upgrades, coordinating with internal stakeholders.
Contribute to IT documentation, writing technical guides, SOPs, and knowledge base articles to support Help Desk operations.
Assist with endpoint security compliance, including patching oversight, antivirus/EDR alert handling, and security configuration checks.
Provide high-touch support for business-critical users or departments, ensuring minimal downtime and proactive issue resolution.
Monitor and update the enterprise software approvals list based on feedback from senior information technology personnel.
Provide phone and internet chat-based support for our help desk.
Repair and troubleshoot computer systems, mobile, and networking hardware both on-site and post-recovery.
Provide escalation resources to QA device repairs and software installations based on our custom evaluation frameworks.
Supporting specialized projects on as-needed basis as directed by Department or Company leadership.
Other duties as assigned.

Requirements

• High school diploma or equivalent.
• 3–4 years of progressive experience in IT support, systems administration, endpoint management, or similar technical roles.
• Demonstrated proficiency with Active Directory, Azure AD, Microsoft 365, PowerShell fundamentals, and endpoint management systems (ManageEngine, Intune, MDT), and Microsoft Office Suite.
• Completed college coursework in an IT related field or technical science.
• Experience performing advanced troubleshooting across hardware, OS, networking, and cloud services.
• Strong understanding of security best practices, patching lifecycles, and enterprise support standards.

Nice To Haves

• Bachelor’s degree or higher in an IT-related field such as computer science, technical support, and information technology or equivalent years of IT related experience.
• AA CompTIA A+ certification for computer technology.
• Microsoft 365 or Microsoft Azure certifications (AZ-900 or similar).
• Experience automating tasks via PowerShell or equivalent scripting languages.
• Previous experience in a Tier II/Tier III support or specialist-level role.

Responsibilities

• Setting up and installing new computing hardware, printers, imaging OS (Windows, Mac).
• Serve as an escalation point for complex technical incidents from Helpdesk I/II analysts, providing advanced troubleshooting for Windows, macOS, mobile devices, networking, and enterprise applications.
• Administer and manage identity, access, and security configurations across platforms such as Active Directory, Azure AD, and Microsoft 365, including group policy adjustments, user provisioning, and mailbox management.
• Use remote access software, such as ConnectWise, ManageEngine.
• Maintain and improve remote support infrastructure (ConnectWise, ManageEngine), including scripting automations, ticket workflow tuning, and performance insights.
• Analyze recurring technical issues, identify root causes, and recommend permanent fixes or improvements to system reliability and support processes.
• Lead small-to-medium-sized IT projects, such as hardware refresh cycles, software rollouts, or departmental technology upgrades, coordinating with internal stakeholders.
• Contribute to IT documentation, writing technical guides, SOPs, and knowledge base articles to support Help Desk operations.
• Assist with endpoint security compliance, including patching oversight, antivirus/EDR alert handling, and security configuration checks.
• Provide high-touch support for business-critical users or departments, ensuring minimal downtime and proactive issue resolution.
• Monitor and update the enterprise software approvals list based on feedback from senior information technology personnel.
• Provide phone and internet chat-based support for our help desk.
• Repair and troubleshoot computer systems, mobile, and networking hardware both on-site and post-recovery.
• Provide escalation resources to QA device repairs and software installations based on our custom evaluation frameworks.
• Supporting specialized projects on as-needed basis as directed by Department or Company leadership.
• Other duties as assigned.

Benefits

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 4% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs & Company Sponsored Events
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversies, Snacks, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED