Plano IT Support Specialist - Onsite, Growth & Impact

Whitley Penn; Plano (TX); On-site; USD 72,000 - 100,000; Full time

Benefits offered by this job

Firm Paid Medical Insurance (Employee)

Voluntary Dental and Vision Insurance

17 Firm holidays

20 days PTO

Maternity and Parental Leave

401(k) with Profit Sharing

Discretionary Bonus Program

Health & Wellness Program

Pet Insurance

Job summary

Whitley Penn in Plano, TX is seeking an IT Support Staff to provide firm-wide technical support with a focus on service excellence. The role involves ticket handling, diagnostics, deployment, and knowledge sharing in a fully in-office environment.

Ideal candidate has extensive Windows/MS Office experience, 7+ years of helpdesk experience, SCCM/Intune/Autopilot, and ITIL/CompTIA A+ preferred. Competitive benefits and a collaborative culture are offered.

Qualifications

• Experience supporting accounting solutions preferred.
• 10+ years of experience with Windows and MS Office.
• 7+ years of IT technical support or helpdesk experience.
• ITIL or CompTIA A+ certifications preferred.
• Experience with SCCM/Intune/Autopilot.
• Experience with Microsoft 365 E3 or E5.
• 2+ years as systems or application administrator is a plus.
• Excellent time and problem management skills.
• Ability to work independently and productively with limited supervision.
• Effective communication (verbal and written) and customer service skills.

Responsibilities

• Receive and respond to client support tickets with excellent customer service.
• Undertake initial diagnostics of ticket, incident or service request and resolve on first contact when possible.
• Review assigned incidents and resolve using appropriate tools.
• Record and classify all incidents with priority, category, and details.
• Follow Service Desk processes and procedures for handling customers and incidents.
• Escalate where needed and coordinate with other IT resolver groups.
• Provide end-to-end ownership of issues and problems.
• Collaborate to resolve reported problems with other IT teams.

Skills

Customer service

Troubleshooting

Documentation

Communication

Independent worker

Team player

Problem management

Education

Associate or Bachelor's degree in IT

Tools

SCCM

Intune

Autopilot

Microsoft 365

FreshService

Job description

Whitley Penn in Plano, TX is seeking an IT Support Staff to provide firm-wide technical support with a focus on service excellence. The role involves ticket handling, diagnostics, deployment, and knowledge sharing in a fully in-office environment.

Ideal candidate has extensive Windows/MS Office experience, 7+ years of helpdesk experience, SCCM/Intune/Autopilot, and ITIL/CompTIA A+ preferred. Competitive benefits and a collaborative culture are offered.