IT Support Staff

Discover Your Potential at Whitley Penn • Plano, TX

8d • Onsite

About The Position

Whitley Penn is seeking an IT Support Staff member to provide firm-wide support to users, with a focus on customer service. The role handles technical support tickets, service requests, preventive maintenance, PC configuration and deployment, application support, process improvement, and user training. The position is based in the Plano office and is fully in-office. The general schedule is Monday through Friday, eight hours per day between 8 a.m. and 5 p.m. Overtime may be needed, and an on-call rotation and some travel are required.

The successful candidate is expected to be an energetic self-starter who values integrity and reliability and is committed to excellence. Whitley Penn describes its culture as collaborative, with an open-door policy, entrepreneurial thinking, shared learning, and teamwork.

Requirements

• 10 or more years of experience with Windows and Microsoft Office across various versions.
• 7 or more 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.
• Experience supporting accounting solutions such as Wolters Kluwer or Thomson Reuters.

Nice To Haves

• Associate or bachelor's degree in information technology or a related technical area.
• Two or more years as a systems or application administrator.
• Experience with FreshService.
• CompTIA A+ certification.
• ITIL certification.
• Specialized licenses or certifications.

Responsibilities

• Receive and respond to support tickets and service requests while providing excellent customer service.
• Perform initial diagnostics on tickets, incidents, and service requests, using 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.
• Record and classify incoming incidents with the appropriate priority, category, and summary details, and attach relevant emails, files, and other communications.
• Follow Service Desk processes, procedures, and work instructions for handling customers, incidents, and requests.
• Identify incidents without an existing knowledge solution, work toward a resolution, and create knowledge-base articles.
• Meet or exceed service levels for responding to incidents and requests.
• Escalate issues for other team members in a timely manner.
• Take end-to-end ownership of issues and problems, coordinating with other teams and IT support personnel as needed.
• 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 4 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
• Education Level: No Education Listed