IT Support Staff

About the role

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. The successful candidate will be an energetic self-starter that values integrity, reliability and has a passion for excellence.

Responsibilities

• 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

Requirements

• 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
• 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

Preferred qualifications

• Associate or bachelor's degree in information technology or related technical area preferred
• 2+ years as systems or application administrator is a plus
• Experience with FreshService is desired but not required
• CompTIA A+ preferred
• ITIL Certification preferred
• Specialized licenses or certifications a plus
• Experience supporting accounting solutions such as Wolters Kluwer or Thomson Reuters

Benefits

• 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

Schedule

• Full-time; Exempt
• 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