Service Desk Technician

Whitley Penn•University Park, TX

5d•Onsite

About The Position

Whitley Penn, a leading CPA and Consulting firm, is looking for a Service Desk Technician to join our Information Technology (IT) team. The Service Desk Technician provides firmwide support to all users with a focus on customer service. Primary responsibilities include, but are not restricted to, technical support tickets, service requests, preventive maintenance, PC configuration and deployment, application support, process improvement and user training. The successful candidate will be an energetic self-starter that values integrity, reliability and has a passion for excellence. How We Work Whitley Penn has become one of the most distinguished and fastest growing public accounting firms by providing exceptional service that reaches far beyond traditional accounting. We believe in working in collaborative teams with an emphasis on an open-door policy and encouraging entrepreneurial thinking. We learn, innovate, and succeed by sharing knowledge, embracing diversity, and working together. We are all part of the same family, and each person matters. We are more than just a job.

Requirements

Associate or bachelor’s degree in information technology or at least 7 years of professional experience in an I.T. support role preferred.
7+ years of experience with Windows and MS Office in various versions.
7+ years of experience with Active Directory
7+ years of IT technical support or helpdesk experience.
7+ years of experience with Microsoft SCCM, Autopilot, or Intune (or similar endpoint management solutions)
7+ years of experience with ITSM solution (experience with Fresh Service is a plus).
Excellent time and problem management skills required
Ability to work independently and productively with limited supervision.
Flexible, well-motivated, team player, ability to work under pressure with a professional demeanor.
Ability to research, document and share solutions from a variety of sources.
Effective communication (verbal and written) and customer service skills.
CompTIA A+ preferred.
ITIL Certification preferred.
Specialized licenses or certifications a plus.

Nice To Haves

Experience with building and deploying application packages is a plus.
Experience with supporting Microsoft 365.
2+ years as systems or application administrator is a plus.
Experience with applications from Thomson or WoltersKluwer is desired.

Responsibilities

Receive and respond to client support tickets and service requests within established Service Level Agreement (SLA) utilizing and demonstrating excellent customer service skills.
Undertake initial diagnostics of ticket, incident or received service request, use available tools (knowledge management, remote control & incident management applications), and resolve as many contacts as possible on first contact.
Review assigned incident or request and resolve by using appropriate supports tools.
Accurately record and classify all incoming incidents with the appropriate priority, category, and incident summary details. Attach emails, attachments or any other communication provided by the client.
Follow all Service Desk processes and work instructions regarding the handling of all customers and incidents.
Follow Service Desk processes and procedures to resolve all incidents and requests.
Proactively flag incidents where no knowledge solution exists and work to find solutions and create knowledgebase articles.
Meet or exceed the service level defined when responding to incoming incidents and requests.
Be a point of escalation for other team members in a timely manner.
Complete ownership of issues and problems and support from end to end; coordination of multiple teams and support personnel to resolve an incident.
Take complete ownership of reported or assigned problems, including partnering with other IT resolver groups to resolve.