IT Support Specialist

Genstone is the holding company within The Fay Group, providing a broad suite of property services solutions to homeowners and real estate investment services to institutional clients nationwide. Through its network of specialized subsidiaries, Genstone offers property management, renovations, business purpose lending, real estate brokerage, title and escrow, home financing, and insurance services, as well as whole loan trading and the acquisition and sale of closed, performing mortgage loans.

Built on a foundation of integration and execution, Genstone delivers turnkey support for property acquisition, improvement, and performance optimization. Its services are aligned to serve the full lifecycle of a real estate investment – whether for individual investors or large-scale portfolios – ensuring efficiency, transparency, and long-term value creation. By leveraging shared resources across The Fay Group, including legal, compliance, and technology infrastructure, Genstone provides scalable solutions that adapt to dynamic market conditions and help maximize asset returns for both homeowners and clients.

Reporting to the VP, IT Operations, this position is responsible for providing support in assigned areas of responsibility that include the technical analysis, installation, maintenance and modification of IT systems. This role analyzes and provides recommendations to improve the Company’s IT systems.

This role performs standard troubleshooting and resolution for Tier I and Tier II applications, networks, servers, desktops, security operations and technical issues allocated from company’s enterprise ticking system, ServiceNow. Additionally, this position interacts directly with end customers to resolve technical issues related to the Company’s IT systems and works to update and improve current systems.

Qualifications Include:

• High school diploma/ GED required; Bachelor’s degree in Computer Science, Business or related field preferred
• 2+ years’ experience in information technology
• 1+ years’ experience with ServiceNow Enterprise ticketing system or similar software preferred
• 1+ years’ experience working with Governance, Risk and Compliance (GRC) preferred
• Solid skills and experience in MS Word, Excel and Outlook
• Strong verbal and written communication skills; ability to communicate to nontechnical audience on technical issues
• Strong interpersonal skills
• Strong analytical skills coupled with sound judgement
• Demonstrated troubleshooting ability in order to identify, propose and implement solutions to operational problems                                                                                                               
• Ability to analyze and interpret data to identify opportunities and propose solutions
• Good judgement with the ability to evaluate and resolve routine technical issues by following established procedures and escalating complex problems as needed
• Ability to document technical problems, educate and mentor team members
• Ability to prioritize numerous tasks and manage shifting priorities
• Strong time management skills
• Client focused with strong execution skills and results orientation
• High-level of precision with attention to detail and consistency 
• Flexible, open to change, ability to learn new things quickly
• 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
• Ability to work flexible hours and be on-call

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Featured Benefits

• Medical, Dental and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Pet Insurance
• 401k Program with Employer Matching
• 3 Weeks Paid Time Off (PTO)
• Paid Holidays
• Wellness Initiatives
• Employee Assistance Program

Compensation

• The hiring range for this position is between $43,784.00-$50,960.00 annually
• This position is eligible for an annual discretionary bonus 

Fay Cares!

The Fay-Genstone Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work. Our employees 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.

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. Fay is an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information go to www.dhs.gov/E-Verify.