Senior IT Support Specialist - Escalations & Mentoring

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

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.