{"id":1640313,"url":"https://alion.io/job/whitley-penn-it-support-staff","title":"IT Support Staff","company":{"id":3854502,"name":"Whitley Penn","domain":"whitleypenn.com","url":"https://alion.io/company/whitley-penn","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Support","role_family":"Support","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plano, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":85000,"max_usd":164000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":33},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"Dropbox","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-29T16:53:10Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-19T11:04:07Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Whitley Penn, one of the nation’s leading audit, tax, and advisory firms, is looking for an IT Support Staff to join our team!\nThe 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.\nWhitley Penn has become one of the fastest growing public accounting firms by providing exceptional, personalized service that reaches far beyond traditional accounting. In addition to Audit and Tax solutions, we offer a wide range of Advisory and Consulting services. We work in collaborative teams with an emphasis on an open-door policy, entrepreneurial thinking, and a well-built culture. At Whitley Penn, we learn, innovate, and achieve by sharing knowledge, embracing new ideas, and working together. We’re looking for professionals who think like owners and want to be part of shaping a high-growth firm.\nPosition Details:\nTitle: IT Support Staff\nClassification: Full-time; Exempt\nDepartment: Information Technology\nLocation: Plano\nOffice Expectations/Hours: 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. \nWhat You Will Do\nReceive and respond to client support tickets and service requests utilizing and demonstrating excellent customer service skills.\nUndertake 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.\nReview assigned incident or request and resolve by using appropriate supports tools.\nAccurately 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.\nFollow all Service Desk processes and work instructions regarding the handling of all customers and incidents.\nFollow Service Desk processes and procedures to resolve all incidents and requests.\nProactively flag incidents where no knowledge solution exists and work to find solution and create knowledgebase article.\nMeet or exceed the service level defined when responding to incoming incidents and request.\nBe a point of escalation for other team members in a timely manner.\nComplete ownership of issues and problems and support from end to end; coordination of multiple teams and support personnel to resolve an incident.\nTake complete ownership of reported or assigned problems, including partnering with other IT resolver groups to resolve.\nWhat You Need to Get Here\nExperience supporting accounting solutions such as Wolters Kluwer or Thomson Reuters.\nAssociate or bachelor’s degree in information technology or related technical area preferred.\n10+ years of experience with Windows and MS Office in various versions.\n7+ years of IT technical support or helpdesk experience.\nExperience with Microsoft SCCM, Autopilot, or Intune.\nExperience with Microsoft 365 E3 or E5.\n2+ years as systems or application administrator is a plus.\nExperience with FreshService is desired but not required.\nExcellent time and problem management skills.\nAbility to work independently and productively with limited supervision.\nFlexible, well-motivated, team player, ability to work under pressure with a professional demeanor.\nAbility to research, document and share solutions from a variety of sources.\nEffective communication (verbal and written) and customer service skills. \nCompTIA A+ preferred.\nITIL Certification preferred.\nSpecialized licenses or certifications a plus.\nWhy Whitley Penn\nOur total rewards are incredibly competitive. We work hard and recharge so that we can be our best selves for our clients. Explore some of our benefits below:\nFirm Paid Medical Insurance (Free Employee Only Coverage on 2 of 3 plans)\nVoluntary Dental and Vision Insurance\n17 Annual Firm holidays, with extended breaks around July 4th and year end\n20 days PTO\nPaid Maternity and Parental Leave\n401(k) with Profit Sharing\nDiscretionary Bonus Program\nHealth & Wellness Program\nPet Insurance \nWhitley Penn is proud to be an equal opportunity workplace. We recruit, employ, train, compensate, and promote without regard to age, race, creed, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other basis protected by applicable federal, state, or local law. Whitley Penn is a participant in E-Verify please follow the link to review disclosure notifications: https://www.dropbox.com/s/olsr5xgsgxsntu3/E-Verify%20Notices.pdf?dl=0. 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