IT Support Specialist III

Perry Homes; Plano (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Time off & Life balance

Growth opportunities

Inclusive culture

Job summary

Perry Homes is seeking an experienced IT Support Specialist III in Plano, TX, to serve as the highest-level escalation for the IT support team. This role requires deep expertise across hardware, software, networks, and systems, and involves mentoring junior staff and implementing advanced solutions.

You will investigate complex incidents, drive root cause analysis, and collaborate with IT managers to optimize workflows, SLAs, and ticket categorization to improve overall service delivery.

Qualifications

• Requires 5+ years in a relevant support role.
• Understanding of IT service desk practices with strong customer service.
• Experience with Azure AD Joined and Hybrid Joined.
• Familiarity with Endpoint Manager Admin Center and AAD Admin Center.
• Experience managing user accounts and access in Active Directory.

Responsibilities

• Serve as escalation point for Level I and II support staff.
• Investigate and resolve advanced hardware, software, and user account issues.
• Provide root cause analysis and permanent fixes for recurring issues.
• Escalate critical incidents after investigation and resolution attempts.
• Collaborate with IT managers to improve service desk workflows and SLAs.
• Review service desk tickets for policy compliance and efficiency.
• Develop ticket prioritization strategies to streamline operations.
• Act as liaison between service desk and other IT departments.

Skills

Customer service

Escalation handling

Root cause analysis

Mentoring junior staff

Education

Bachelor's degree in IT/CS or related field

Tools

Microsoft Endpoint Manager Admin Center

Azure Active Directory Admin Center

Azure AD Joined / Hybrid Joined

Active Directory

Job description

About The Role

The IT Support Specialist III serves as the highest level of technical escalation within the IT support team. This role requires extensive expertise in diagnosing and resolving complex technical issues across hardware, software, network, and systems environments. This role also plays a critical role in mentoring junior staff and implementing advanced solutions.

What You’ll Do

• Serve as the escalation point for Level I and II support staff when tickets are unclear, complex, or require additional expertise.
• Investigate and resolve advanced technical issues related to hardware, software, and user accounts.
• Evaluate ticket trends and recurring issues to provide root cause analysis and recommend permanent fixes.
• Escalate critical incidents to management only after thorough investigation and resolution attempts.
• Collaborate with IT managers to evaluate service desk performance, identify gaps, and recommend improvements in workflows, SLAs, and ticket categorization.
• Review and analyze service desk tickets to ensure compliance with policies and efficient resolution.
• Develop and implement ticket prioritization strategies to streamline operations.
• Act as a liaison between the service desk team and other IT departments to facilitate effective communication and resolution of cross-departmental issues.

What We’re Looking For

• Bachelor's degree in information technology, Computer Science, or related field (or equivalent professional experience).
• Requires at least 5+ years of relevant support role experience.
• Understanding of IT Service Desk practices with strong emphasis on customer service.
• Familiarity with Microsoft Azure AD Joined and Hybrid Joined.
• Basic knowledge and familiarity with Microsoft Endpoint Manager Admin Center and Azure Active Directory Admin Center and Secure Group
• Experience working with Active Directory managing user accounts and access.

Why You Will Love Working Here

• Competitive compensation and benefits package:
  • Medical, dental, vision coverage
  • Financial Planning
  • Time Off & Life Balance
  • Family & Lifestyle
• Opportunities for growth and development
• Culture that is collaborative, inclusive, fast-paced, people-first
• Stable company with strong reputation in the market

Why Join Perry Homes?

At Perry Homes, we’re committed to integrity, excellence, and service—values that guide every customer interaction. Join a team where your work directly contributes to an exceptional homebuying experience and a trusted brand. We’re committed to creating an inclusive workplace where people can do their best work.

Perry Homes is an Equal Opportunity Employer