Lead IT Support Specialist: Complex Escalations

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

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.