Job Description
This End User Support Specialist position provides end-user technology support for the Fidelity Investments (City, State) location. Fidelity has over 70,000 associates across multiple US locations. This job role is 100% onsite and the support ratio is 1000 associates to 1 End User Support role. This support role provides technology support for computers, monitors, printers, phones, accessories, and audio/visual equipment. Troubleshooting includes Microsoft Operating Systems, MS Office applications, MAC IOS support, and many other external and internally built applications.
Responsibilities:
* Support and maintain fleet of laptops, monitors, cameras, docking stations, printers, telephony
* Analyze and resolve end-user hardware, software and connectivity issues
* Configure workstations for new users and upgrades existing equipment and software
* Configuration/reconfiguration of hardware, including workstations and printers
* Work closely with peers and team members to quickly resolve issues.
* Identify, troubleshoot, and diagnose issues
* Differentiate between hardware and software problems and apply appropriate solution
* Provide support and set up for video conference events
* Leverage telemetry tools such as NexThink to quickly resolve technical issues
* Perform routine deskside surveys to ensure all work locations are setup with the standard equipment
* Work in a change-controlled environment
* Adhere to internal reporting processes, logistics processes and escalation procedures that fall under internal Audit controls
* Support work outside of regular hours in order to accommodate business needs
* Accommodate rapidly changing requirements and non-standard requests once approved
* Troubleshoot complex issues in a 1:1 walk up, scheduled visit or via a deskside visit while providing positive customer experience
* Meet Service Level Targets - Timely and accurate execution of service requests & incident tickets. Minimum 8 tickets per day - Incidents ticket closure targets 75% 1st day, 90% 3rd day, 100% 10 day for all service requests
* Participate in a scheduled OnCall rotation. OnCall support is provided 365 days a year. The required response time to call out is 30 minutes. Arrival onsite within a 3-hour window
* Deliver outstanding Customer Service by utilizing a high level of interpersonal skills to understand the problem, implement solutions, and provide closure to end-user's issues. Customer Satisfaction Target is a 4.7 out of 5 based on customer surveys
* Knowledge of local LAN infrastructure
Skills and Knowledge:
* Proficient in use of device building/service tools- Microsoft Autopilot, Active Directory, Intune vSphere, JAMF
* Knowledgeable of basic networks topology, switches, routers, etc
* Proficient supporting hardware and software on Windows OS & MAC IOS devices
* Properly prioritize daily activities and manage time appropriately - Maximize daily activities to gain maximum customer benefit
* Strong written and verbal communication skills
* Ability to think independently, organize, prioritize, multitask and execute on assignments
* Develops and enhances customer relationships
* Exhibits positive attitude, works well with other team members, business partners, can do attitude
Education and Experience
* Associate degree or equivalent with 2-3 years knowledge of computer hardware, operating systems, and network WLAN/LAN support
* Industry acknowledged certificates such as CompTIA A+ , Network +, Google IT Support, or Cisco CCNA are a plus.
Company Overview
Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity’s U.S.-based regional and investor center locations. If you would like to experience Fidelity’s supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at FTSJobs.com.
We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at HR@ ftsjobs.com.
Information about Fidelity Investments
At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money. For information about working at Fidelity, visit FidelityCareers.com.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.
Fidelity Investments and Fidelity TalentSource are equal opportunity employers.
