IT Support Specialist

Found in: Resume Library US A2 - 1 week ago


Carrollton Texas, United States Fairway Independent Mortgage Corporation 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 team’s 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 homeowner’s insurance, and MORE

#LI-DNI


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