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Fairway Independent Mortgage Corporation: It Support Specialist (Remote)

Fairway Independent Mortgage Corporation

This is a Full-time position in Carrollton, TX posted August 18, 2021.

Job Posting:Do you have at least 2+ years of experience working in a corporate IT environment?Are you passionate about helping others & giving GREAT customer service?Do you LOVE digging into questions, researching, problem-solving, and sleuthing to find the root-cause/answers?Do you excel at working in a FAST-paced environment, and juggling lots of requests, LOTS of multi-tasking?Are you a team player with a hunger to grow and make a difference?Then this might be just the opportunity for you!Here at Fairway, we strongly believe the way we do things is just as important as what we do.

Our Core Values define how we work together as team, support individual growth, and guide us in determining how we can best serve our customers, team members and communities.

As a member of our IT Support ” Help Desk” team, YOU can be a difference maker!The IT Support Specialist position provides a single point of contact to the organization for information technology related problems.

Assists Fairway employees via telephone, remote assistance, and trouble ticket enquiries.

Resolves or escalates IT system issues and problems to the appropriate Tier 2 teams.

(NOTE: This is not an outsourced call center environment candidates for this role will be working directly with Fairway Employees, addressing their IT Help Desk needs, and trying to go above & beyond to give them an excellent Help Desk experience.

Current IT Corporate IT / Help Desk experience strongly preferred.

Previous IT & technical troubleshooting experience REQUIRED.

100% remote.

Candidates must be willing to work 1pm 10pm CST, and ok with 90-day temp-to-hire, with goal to become full-time regular employee after 90 days.)Essential Job Functions:Provides first line support for any information technology issuesIdentifies, researches, and resolves technical problemsProvides assistance by phone, remote assistance, and using the ticket systemDocuments all troubleshooting steps within trouble ticket and remote assistance toolUpdates the internal knowledgebase with issue resolution detailsPerforms password resetsSupports desktops, laptops, tablets, smart phones and applicationsEscalates critical incidents to Team Lead and/or Help Desk ManagerEscalates fully documented problems as required to Tier 2 and support teamsActs as a liaison between customers and Tier 2 teamsDetermines quickly and accurately incident scope and impactFollows up on tickets at pre-defined intervals until resolvedNon-Essential Job Functions:Participates in and leads proactive team efforts to achieve departmental and company goalsAdopts Fairway values in personal work behaviors, decision making, contributions and interpersonal interactionsContributes to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value ” Can do” people,accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and funPerforms other duties as assignedRequired Knowledge and Skills:Basic knowledge and understanding of ITIL Foundations a plusSolid knowledge and understanding of Windows 7 Professional and MS Office 2010Solid knowledge and understanding of learning additional programsSolid knowledge and understanding of Application/Software installation and configurationSolid knowledge and understanding of Hardware troubleshooting conceptsSolid knowledge and understanding of Network troubleshooting conceptsSolid knowledge and understanding of printer troubleshootingSolid knowledge and understanding of Active DirectoryAble to provide support for various types of smart phones and tablets.Solid knowledge and understanding of troubleshooting Citrix issuesSolid knowledge and understanding of researching solutions to new and unfamiliar technical problems and providing documentation for the team’s knowledge baseSolid knowledge and understanding of customer service and intrapersonal best practicesRequired Education and Experience:High School diploma or equivalency degree2+ years of experience on a Corporate IT Help Desk preferredMust be available to work all scheduled hoursMust be able to work overtime as neededDemonstrated experience researching information, problem solving, and making solid business decisionsDemonstrated experience in analytical, critical thinking, and research techniquesDemonstrated experience communicating with all levels of managementDemonstrated experience working in a fast paced and changing environmentDemonstrated experience producing accurate and detailed work on multiple projects under time pressureDemonstrated experience with attention to detail, time management, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlinesDemonstrated experience discussing complex business and technology issues with business users and customersIf the above describes you and you’re interested in becoming a part of the Fairway team, please “Apply Now” to complete our application process.

Be sure to include a resume with your application.#Indeed#LI-AT1

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