IT Support Specialist

4 weeks ago


Carrollton, Texas, United States Fairway Independent Mortgage Full time

Job Posting:

At Fairway, we are committed to cultivating, fostering, and preserving a culture of diversity, equity, inclusion, and belonging. We do this with dialogue and advocacy through voluntary employee-led resource groups and corporate-sponsored events. We strive to attract, recruit, hire, develop, and retain the very best employees at all levels. Fairway is committed to embracing talent and supporting a culture of inclusivity, reflective of Fairway's Core Values.

What you will do:

  • Provides first line support for any information technology issues
  • Identifies, researches, and resolves technical problems
  • Provides assistance by phone, remote assistance, and using the ticket system
  • Documents all troubleshooting steps within trouble ticket system.
  • Updates the internal knowledgebase with issue resolution details
  • Supports desktops, laptops, tablets, smart phones and applications
  • Escalates critical incidents to Sr. Support Analysts and/or IT Support Supervisors.
  • Escalates fully documented problems as required to Tier 2 support teams
  • Determines quickly and accurately incident scope and impact
  • Follows up on tickets at pre-defined intervals until resolved

What we are looking for:

  • 3+ years of related experience
  • Must be available to work all scheduled hours
  • Must be able to work overtime as needed
  • Demonstrated experience researching information, problem solving, and making solid business decisions
  • Demonstrated experience in analytical, critical thinking, and research techniques
  • Demonstrated experience communicating with all levels of management
  • Demonstrated experience working in a fast paced and changing environment
  • Demonstrated experience producing accurate and detailed work on multiple projects under time pressure
  • Demonstrated experience with attention to detail, time management, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines
  • Demonstrated experience discussing complex business and technology issues with business users and customers
  • Basic knowledge and understanding of ITIL Foundations a plus
  • Solid knowledge and understanding of Windows 10 and MS Office 2010
  • Solid knowledge and understanding of learning additional programs
  • Solid knowledge and understanding of Application/Software installation and configuration
  • Solid knowledge and understanding of Hardware troubleshooting concepts
  • Solid knowledge and understanding of Network troubleshooting concepts
  • Solid knowledge and understanding of printer troubleshooting
  • Solid knowledge and understanding of Active Directory
  • Able to provide support for various types of smart phones and tablets.
  • Solid knowledge and understanding of troubleshooting Citrix issues
  • Solid knowledge and understanding of researching solutions to new and unfamiliar technical problems and providing documentation for the teams knowledge base
  • Solid knowledge and understanding of customer service and intrapersonal best practices

Fairway is an equal opportunity employer & is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.

What Fairway can offer YOU

  • Competitive compensation
  • Benefits include medical and dental insurance.
  • Life and Disability insurance
  • Matching 401k
  • Employee Stock Ownership Plan
  • Paid Time Off plus company-paid holidays
  • Employee discounts for wellness, pet insurance, auto and homeowners insurance, and MORE

#LI-DNI



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