Whitley Penn · 1 month ago
IT Support Staff
Dallas, TX
Full-time
Onsite
Senior Level
7+ years expWhitley Penn is a leading CPA and Consulting firm, seeking a Level 2 Support Staff to join their IT team. The IT Support Staff will provide firm-wide support to all users, focusing on customer service and handling technical support tickets, service requests, and user training.
AccountingProfessional Services
No H1B
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 al 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
Qualification
Required
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
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
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
CompTIA A+ preferred
ITIL Certification preferred
Specialized licenses or certifications a plus
Experience with FreshService is desired but not required
Experience with applications from Thomson or WoltersKluwer is desired
Benefits
Firm Paid Medical Insurance (Free Employee Only Coverage on 2 of 3 plans)
Voluntary Dental and Vision Insurance
17 Annual Firm holidays
20 days PTO for Salaried Employees
Paid Maternity and Parental Leave
401(k) with Profit Sharing
Discretionary Bonus Program
Health & Wellness Program
Pet Insurance
Company
Whitley Penn
Whitley Penn is a Texas-based full service public accounting firm.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Nathen McEown
Chief Executive Officer
M
Mark Topel
Tax Partner
Recent News
2026-01-03
2025-12-01
PR Newswire
2025-11-11
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