IT Support Staff

Whitley Penn; Plano (AL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance (Company Paid)

Dental and Vision Insurance

Firm holidays

PTO

Maternity and Parental Leave

401(k) with Profit Sharing

Discretionary Bonus Program

Health & Wellness Program

Pet Insurance

Job summary

Whitley Penn, one of the nation’s leading audit, tax, and advisory firms, is seeking an IT Support Staff to join our Plano office. This fully in-office role focuses on delivering exceptional service while resolving incidents, requests, and maintaining systems.

The successful candidate will bring 10+ years of Windows/MS Office support, familiarity with SCCM/Intune, ITIL knowledge, and a passion for customer service in a fast-growing firm environment. Travel and on-call rotation are required.

Qualifications

• Associate or bachelor’s degree in information technology or related technical area preferred.
• 10+ years of experience with Windows and MS Office in various versions.
• 7+ years of IT helpdesk experience.
• Experience with SCCM, Autopilot, or Intune.
• Experience with Microsoft 365 E3/E5.
• 2+ years as systems or application administrator is a plus.
• FreshService experience is desirable but not required.
• Excellent time and problem management skills.
• Ability to work independently with limited supervision.
• Flexible, team player, able to work under pressure.

Responsibilities

• Receive and respond to client support tickets and service requests with excellent customer service.
• Perform initial diagnostics and resolve contacts on first contact when possible.
• Record and classify incidents with priority, category, and details; attach communications.
• Follow Service Desk processes and procedures to resolve incidents and requests.
• Proactively identify knowledge gaps and create KB articles.
• Meet or exceed defined service level targets for incidents and requests.
• Escalate issues in a timely manner when needed.
• Own issues end-to-end and coordinate with other IT resolver groups to resolve.

Skills

Customer service

Troubleshooting

Windows OS

MS Office

Time management

Independent worker

Team collaboration

Education

Associate or bachelor’s degree in information technology or related technical area

Tools

SCCM

Autopilot

Intune

Microsoft 365 E3/E5

FreshService

ITIL

CompTIA A+

Job description

Whitley Penn, one of the nation’s leading audit, tax, and advisory firms, is looking for an IT Support Staff to join our team!

The IT Support Staff provides firm wide 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.

Whitley Penn has become one of the fastest growing public accounting firms by providing exceptional, personalized service that reaches far beyond traditional accounting. In addition to Audit and Tax solutions, we offer a wide range of Advisory and Consulting services. We work in collaborative teams with an emphasis on an open-door policy, entrepreneurial thinking, and a well-built culture. At Whitley Penn, we learn, innovate, and achieve by sharing knowledge, embracing new ideas, and working together. We’re looking for professionals who think like owners and want to be part of shaping a high-growth firm.

Position Details:

• Title: IT Support Staff
• Classification: Full-time; Exempt
• Department: Information Technology
• Location: Plano
• Office Expectations/Hours: Fully in-office position; general work schedule is Monday - Friday, 8 hours/day between 8am to 5pm with overtime, as needed; on call rotation and some travel will be required.

What You Will Do

• Receive and respond to client support tickets and service requests 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 solution and create knowledgebase article.
• Meet or exceed the service level defined when responding to incoming incidents and request.
• 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.

What You Need to Get Here

• Experience supporting accounting solutions such as Wolters Kluwer or Thomson Reuters.
• Associate or bachelor’s degree in information technology or related technical area preferred.
• 10+ years of experience with Windows and MS Office in 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.
• 2+ years as systems or application administrator is a plus.
• Experience with FreshService is desired but not required.
• Excellent time and problem management skills.
• 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.

Why Whitley Penn

Our total rewards are incredibly competitive. We work hard and recharge so that we can be our best selves for our clients. Explore some of our benefits below:

• Firm Paid Medical Insurance (Free Employee Only Coverage on 2 of 3 plans)
• Voluntary Dental and Vision Insurance
• 17 Annual Firm holidays, with extended breaks around July 4th and year end
• 20 days PTO
• Paid Maternity and Parental Leave
• 401(k) with Profit Sharing
• Discretionary Bonus Program
• Health & Wellness Program
• Pet Insurance

Whitley Penn is proud to be an equal opportunity workplace. We recruit, employ, train, compensate, and promote without regard to age, race, creed, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other basis protected by applicable federal, state, or local law. Whitley Penn is a participant in E-Verify please follow the link to review disclosure notifications: https://www.dropbox.com/s/olsr5xgsgxsntu3/E-Verify%20Notices.pdf?dl=0. All employment is decided on the basis of qualifications, merit, and business need.

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