IT Support Specialist III

Perry Homes; Plano (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Financial planning

Time off & life balance

Family & lifestyle

Growth opportunities

Collaborative culture

Stable reputation

Job summary

Perry Homes in Plano, TX is seeking an IT Support Specialist III to serve as the highest level of technical escalation within the IT support team, diagnosing and resolving complex hardware, software, network, and systems issues.

You will mentor junior staff, collaborate with IT managers to improve workflows and SLAs, and ensure policy-compliant ticket handling while delivering exceptional customer service.

Qualifications

• 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.

Responsibilities

• 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.

Skills

IT Service Desk

Customer Service

Azure AD

Endpoint Manager

Active Directory

Education

Bachelor's degree in information technology or related field

Tools

Microsoft Endpoint Manager Admin Center

Azure Active Directory Admin Center

Secure Group

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

***Note to job seekers: Your resume will be reviewed as the best qualified candidates will be contacted in the event that there is potential match***