Senior IT Support Specialist — Enterprise Helpdesk (Onsite)

Whitley-Pen; Plano (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Firm Paid Medical Insurance

Voluntary Dental and Vision Insurance

17 Annual Firm holidays

20 days PTO

Paid Maternity and Parental Leave

401(k) with Profit Sharing

Discretionary Bonus Program

Health & Wellness Program

Pet Insurance

Job summary

Whitley Penn is seeking an IT Support Staff to provide firm-wide user support in Plano with a strong focus on customer service. The role covers ticketing, diagnostics, PC deployment, and training to enhance productivity across the firm. In-office position with standard hours and potential overtime.

The ideal candidate has extensive Windows/MS Office experience, SCCM/Intune/Autopilot familiarity, and ITIL/CompTIA A+ preferred. Join a growing, collaborative advisory and accounting services firm.

Qualifications

• 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 FreshService is desired but not required.
• CompTIA A+ and ITIL certifications preferred.

Responsibilities

• Receive and respond to client support tickets with excellent customer service.
• Undertake initial diagnostics of tickets and resolve on first contact where possible.
• Review incidents and requests and resolve using appropriate support tools.
• Accurately record and classify incidents with priority, category, and details.
• Follow Service Desk processes and escalate when needed.
• Own issues end-to-end and coordinate with multiple teams to resolve.

Skills

Customer service

Communication skills

Time management

Problem solving

Education

Associate or Bachelor's degree in IT

Tools

SCCM

Autopilot

Intune

Microsoft 365 E3/E5

FreshService

Job description

Whitley Penn is seeking an IT Support Staff to provide firm-wide user support in Plano with a strong focus on customer service. The role covers ticketing, diagnostics, PC deployment, and training to enhance productivity across the firm. In-office position with standard hours and potential overtime.

The ideal candidate has extensive Windows/MS Office experience, SCCM/Intune/Autopilot familiarity, and ITIL/CompTIA A+ preferred. Join a growing, collaborative advisory and accounting services firm.