IT Support Staff

Whitley Penn • Plano, TX

9d • Onsite

About The Position

Whitley Penn is seeking an IT Support Staff member to provide firm-wide technical support with a strong focus on customer service. The role handles support tickets and service requests, preventive maintenance, PC configuration and deployment, application support, process improvement, and user training. The successful candidate is an energetic self-starter who values integrity and reliability and is committed to excellence.

This is a full-time, exempt position in the Information Technology department based in Plano. It is fully in-office, with a general schedule of Monday through Friday, eight hours per day between 8 a.m. and 5 p.m. Overtime may be needed, and participation in an on-call rotation and some travel are required.

Requirements

• 10+ years of experience with Windows and Microsoft Office across various versions.
• 7+ years of IT technical support or helpdesk experience.
• Experience with Microsoft SCCM, Autopilot, or Intune.
• Experience with Microsoft 365 E3 or E5.
• Excellent time-management and problem-management skills.
• Ability to work independently and productively with limited supervision.
• Flexible, well-motivated team player able to work under pressure with a professional demeanor.
• Ability to research, document, and share solutions from a variety of sources.
• Effective verbal and written communication and customer service skills.

Nice To Haves

• Experience supporting accounting solutions such as Wolters Kluwer or Thomson Reuters.
• Associate or bachelor’s degree in information technology or a related technical area.
• At least 2 years as a systems or application administrator.
• Experience with FreshService; desired but not required.
• CompTIA A+ certification.
• ITIL certification.
• Specialized licenses or certifications.

Responsibilities

• Receive and respond to client support tickets and service requests with excellent customer service.
• Perform initial diagnostics of tickets, incidents, and service requests; use available knowledge-management, remote-control, and incident-management tools to resolve as many issues as possible on first contact.
• Review assigned incidents and requests and resolve them using appropriate support tools.
• Accurately record and classify incoming incidents by priority and category, document incident details, and attach related client communications and files.
• Follow Service Desk processes, procedures, and work instructions when handling customers, incidents, and requests.
• Flag incidents that lack an existing knowledge solution, research a resolution, and create a knowledgebase article.
• Meet or exceed service-level expectations when responding to incidents and requests.
• Serve as a timely escalation point for other team members.
• Own issues from start to finish and coordinate with multiple teams and support personnel to resolve incidents.
• Partner with other IT resolver groups to resolve reported or assigned problems.

Benefits

• Firm-paid medical insurance, including free employee-only coverage on two of three plans.
• Voluntary dental and vision insurance.
• 17 annual firm holidays, with extended breaks around July 4th and year end.
• 20 days of paid time off.
• Paid maternity and parental leave.
• 401(k) with profit sharing.
• Discretionary bonus program.
• Health and wellness program.
• Pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed