IT Help Desk Specialist

Support employees at a hybrid location in The Woodlands, TX by delivering advanced help desk troubleshooting, identity and security administration, and endpoint support.

Responsibilities

• Set up and install new computing hardware, printers, and OS imaging for Windows and Mac.
• Act as an escalation point for complex incidents from Helpdesk I/II analysts with advanced troubleshooting across Windows, macOS, mobile devices, networking, and enterprise applications.
• Administer identity, access, and security configurations across Active Directory, Azure AD, and Microsoft 365 (including group policy adjustments, user provisioning, and mailbox management).
• Use remote access tools such as ConnectWise and ManageEngine to support users and resolve incidents.
• Maintain and improve the remote support infrastructure (ConnectWise, ManageEngine) including scripting automations, ticket workflow tuning, and performance insights.
• Review recurring technical issues, identify root causes, and recommend permanent fixes or process improvements to improve reliability.
• Lead small-to-medium IT projects (hardware refresh cycles, software rollouts, or departmental technology upgrades) in coordination with internal stakeholders.
• Contribute to IT documentation by creating technical guides, SOPs, and knowledge base articles for Help Desk operations.
• Support endpoint security compliance, including patching oversight, antivirus/EDR alert handling, and security configuration checks.
• Provide high-touch support for business-critical users or departments with minimal downtime and proactive resolution.
• Monitor and update the enterprise software approvals list based on feedback from senior IT personnel.
• Provide phone and internet chat-based help desk support.
• Repair and troubleshoot computer systems, mobile devices, and networking hardware on-site and after recovery.
• Escalate resources to QA device repairs and software installations using custom evaluation frameworks.
• Support specialized projects on an as-needed basis as directed by Department or Company leadership.
• Perform 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 tools (ManageEngine, Intune, MDT), plus Microsoft Office Suite.
• Completed college coursework in an IT-related field or technical science.
• Experience delivering advanced troubleshooting across hardware, OS, networking, and cloud services.
• Strong understanding of security best practices, patching lifecycles, and enterprise support standards.

Technologies

• Active Directory, Azure AD, Microsoft 365
• PowerShell
• ManageEngine, Intune, MDT
• ConnectWise
• Windows, macOS
• Microsoft Office Suite, Group Policy
• Mobile devices, Networking
• Enterprise applications
• Antivirus, EDR

Benefits

• Competitive salary, bonuses, and incentives.
• Employer sponsored health, vision, and dental insurance programs.
• Paid time off, paid sick time, and paid holidays.
• 401K plan with up to a 4% matching contribution.
• Commitment to career development and advancement.
• Employee recognition programs and company sponsored events.
• Office culture and team building, birthdays and work anniversaries, snacks, and more.

Preferred

• Bachelor’s degree or higher in an IT-related field (computer science, technical support, information technology) or equivalent years of IT-related experience.
• AA CompTIA A+ certification for computer technology.
• Microsoft 365 or Microsoft Azure certifications (such as 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.

Pay & Work Location

• Location: The Woodlands, TX (hybrid)
• Pay range: $29 to $34 per hour
• Work schedule consideration: In-office and/or hybrid schedules considered for candidates near the Greater Houston area.