IT Support Staff

Whitley Penn, a leading CPA and Consulting firm, is looking for a Level 2 Support Staff to join our Information Technology (IT) team. The IT Support Staff provides firm wide support to all users with a focus on customer service. Primary responsibilities include, but are not restricted to, technical support tickets, service requests, preventive maintenance, PC configuration and deployment, application support, process improvement and user training.

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

• Title:
  
  IT Support Staff
• Classification:
  Full‑time;
  Exempt
• Department:
  Information Technology
• Office Expectations/
  
  Hours:
  
  8am – 5pm;
  This is an in‑office position; on call rotation and some travel will be required.

Whitley Penn has become one of the most distinguished and fastest growing public accounting firms by providing exceptional service that reaches far beyond traditional accounting. We believe in working in collaborative teams with an emphasis on an open‑door policy and encouraging entrepreneurial thinking. We learn, innovate, and succeed by sharing knowledge, embracing diversity, and working together. We are all part of the same family and each person matters.

We are more than just a job.

The IT Support Staff provides firm wide support to all users with a focus on customer service. Primary responsibilities include, but are not restricted to, technical support tickets, service requests, preventive maintenance, PC configuration and deployment, application support, process improvement and user training. The successful candidate will be an energetic self‑starter that values integrity, reliability and has a passion for excellence.

• 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.

• Associate or bachelor’s degree in information technology or related technical area preferred.
• Experience with Microsoft SCCM, Autopilot, or Intune.
• Experience with Microsoft 365 E3 or E5.
• CompTIA A+ preferred.
• ITIL Certification preferred.
• Specialized licenses or certifications a plus.
• 10+ years of experience with Windows and MS Office in various versions.
• 7+ years of IT technical support or helpdesk experience.
• 2+ years as systems or application administrator is a plus.
• Experience with Fresh Service is desired but not required.
• Experience with applications from Thomson or Wolters Kluwer is desired.
• 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.

• Firm Paid…