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: 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.

Strongly prefer candidates who have completed or are currently enrolled in a computer science or information technology program or course.

This is a part-time, hourly role working 20 hours per week, 100% remote. Exact work schedule is TBD but shifts will likely be somewhere between 8am - 5pm CST Monday thru Friday.)

Essential Job Functions:

• 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 and remote assistance tool
• Updates the internal knowledgebase with issue resolution details
• Performs password resets
• Supports desktops, laptops, tablets, smart phones and applications
• Escalates critical incidents to Team Lead and/or Help Desk Manager
• Escalates fully documented problems as required to Tier 2 and support teams
• Acts as a liaison between customers and Tier 2 teams
• Determines quickly and accurately incident scope and impact
• Follows up on tickets at pre-defined intervals until resolved

Non-Essential Job Functions:

• Participates in and leads proactive team efforts to achieve departmental and company goals
• Adopts Fairway values in personal work behaviors, decision making, contributions and interpersonal interactions
• Contributes 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 fun
• Performs other duties as assigned

Required Knowledge and Skills:

• Basic knowledge and understanding of ITIL Foundations a plus
• Solid knowledge and understanding of Windows 7 Professional 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

Required Education and Experience:

• High School diploma or equivalency degree
• 1+ years of experience on a Corporate IT Help Desk preferred
• Must be available to work all scheduled hours
• 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