IT Support Specialist

2 weeks ago

Oakbrook Terrace, United States Invigorate Finance Full time

The Fay Group, originated in 2008, is a full-scale real estate services company that offers mortgage servicing, property renovations, business purpose lending, insurance, and more to homeowners, investors, and clients nationwide. Fay handles a wide range of mortgage loan solutions for prospective homeowners with varying credit histories and also offers to refinance for existing mortgages.

The Fay Group is made up of separate business units offering a complete range of home ownership products and services that provide customers with solutions to navigate the challenges of home ownership while helping them build toward their long-term financial goals.

Fay Cares
While others in our industry focus on collecting money—or else—we take a kinder, more humane approach when homeowners fall short, explains CEO Ed Fay. We consider the people behind those mortgages and work hard to give them the best chance possible to stay in their homes.

The Fay-Constructive Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work. Over 80% of employees across Fay, Constructive, and GenStone affiliate companies make voluntary contributions to the Foundation. Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders.

Come join us on our journey to serve our customers and be the leader in our industry We are currently looking for an IT Support Specialist to join our team

Reporting to VP, IT Operations, this position is responsible for providing support in assigned areas of responsibility that include technical analysis, installation, maintenance and modification of IT systems. The role will analyze and provide recommendations to improve the Company’s IT systems. This role will also perform standard troubleshooting and resolution for Tier I and Tier II applications, network, server, desktop and /or security operations technical issues allocated from company’s enterprise ticking system, ServiceNow. Additionally, the position interacts directly with end customers to resolve technical issues related to Company’s IT systems and work to update or improve current systems.

What you will do for Fay:

  • 1st level support to the Service Desk, able to track, solution, communicate and implement resolutions to issue after approval from management.
  • Monitors, maintains, and upgrades applicable IT systems in assigned area of responsibility, which includes testing, problem solving, researching user issues, performing upgrades and maintenance, and implementing system modifications.
  • Troubleshoot applications/tools support; diagnosing, developing resolution, and implementation.
  • Problem-solve and make decisions related to any server and desktop challenges had by internal customers working in a virtual environment
  • Work within Windows 10 operating system resolving, providing recommendations, improving and building new virtual replacement images during the life cycle
  • Provide end-user 1st level technical support including researching user complaints, researching issues and / or answering technical questions related to applications, network, server, desktop and / or security operations; may be required to diagnose, document, and implement solutions within the ticketing process.
  • Document and potentially train customers on improved processes related to updated or new process and procedures
  • Work with Telephony platform, understanding user additions and number assignments and general desktop phone support.
  • Accountable for asset management and inventory control.
  • Develop domain knowledge of Fay’s business to include an understanding of organizational objectives.
  • Maintain broad influence through ongoing development of relationships across the organization.
  • Ensure compliance with policies, processes, and practices.
  • Role model ethical standards, professionalism and code of conduct.
  • Perform other duties and responsibilities as assigned.
What you will bring to Fay:
  • High school diploma/GED required; Bachelors in Computer Science or business related field preferred
  • 2+ years’ experience in information technology
  • 1+ years’ of experience with ServiceNow Enterprise ticketing system or similar software preferred
  • 1+ years’ of experience in working with Governance, Risk, and Compliance (GRC) preferred
  • Strong skills in MS Word, Excel and PowerPoint
  • Strong verbal and written communication skills
  • Strong interpersonal skills
  • Collaborative work style; high team-orientation
  • Open to change; agile; high learning agility
  • Strong analytical skills coupled with sound judgement
  • Demonstrated troubleshooting ability in order to identify, propose, and implement solutions to operational problems
  • Ability to solve highly technical issues
  • Document technical problems, educate, and mentor team members
  • Ability to analyze and interpret data to identify opportunities and propose solutions
  • Strong project management skills
  • Strong attention to detail; strong compliance orientation; high quality of work product
  • Ability to prioritize; effective time management
  • Self-directed; ability to proactively ask questions and surface issues/ concerns
  • Professional maturity, integrity, ability to maintain confidential data and information
  • Strong business acumen; strong fiscal and technical aptitude
  • Demonstrated ability to communicate to nontechnical audience on technical issues
  • Ability to work flexible hours and be on-call


Diversity, Equity, and Inclusion are deeply embedded into our way of working at Fay. We believe that the best ideas come from having a team that is diverse in backgrounds, experiences, and perspectives. We strive to ensure each of our employees feels valued, respected, and included and is presented with equal opportunities to be successful here at Fay. We are proud to be an equal opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information go to www.dhs.gov/E-Verify. E-Verify is a registered trademark of the U.S. Department of Homeland Security.

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