IF YOU HAVE THE EXPERIENCE AND EXPERTISE WITH A PASSION FOR END USER COMPUTING, A CAREER IN HIGH TOUCH SERVICES AT FIDELITY MAY BE RIGHT FOR YOU!

The Expertise you Have

• 4+ years working in an enterprise environment, troubleshooting Windows 10, MacOS and iOS, virtual and cloud solutions
• Strong customer service, oral and written communication skills
• Experience working in an enterprise AD environment
• Experience installing software, security patches, SW updates on desktops, virtual devices, laptops, etc.
• Experience supporting a Citrix environment preferred
• Experience supporting multi-media and video conferencing hardware and software
• Strong working knowledge of Office 365 and Office for Mac
• Ability to work easily as a member of a team or independently; prioritize workflow based on urgency and customer requirements
• Ability to be able to work comfortably with members of the firm of all skill and seniority levels
• Associates degree in Computer Science, Information Technology or equivalent work experience preferred
• Microsoft Window10 certification, Apple certification preferred

The Purpose of Your Role

In this role, the Technician works in collaboration with other members of the Fidelity business and End User Computing community to:

• Provide technology support for onsite and remote associates by resolving moderately complex to highly complex technical issues and problems.
• Demonstrate an expert ability to manage the needs of multiple requests to create an effective schedule and successfully adapt to changing that schedule on short notice as situations change.
• Collaborates with helpdesks and 3rd level support teams and across the organization to troubleshoot highly complex issues and identify technology solutions.
• Support IT projects, including but not limited to: office moves, data recovery, hardware and software testing, product migrations, platform migrations, software delivery, event support, home office support, etc.
• Provide desk side support by identifying, tracking, troubleshooting and resolving requests\incidents.
• Serves as subject matter expert in all service areas including Windows 10, hardware platforms, mobile devices, phone systems, printers, application deployments and other technologies.
• Provides support to a myriad of corporate and BYOD mobile devices using both android and iOS.
• Addresses customer expectations and meets customer requests for multiple service offerings
• Proactively identifies trends in the environment and potential areas that may cause future problems, escalates and communicates diagnostics appropriately
• Provide issue resolution of reported systems and application issues while keeping the end user community regularly informed of your progress
• Eliminates common problems before escalating issues to the next level then break complex issues into appropriate parts in order to understand the issues at hand as well as the needs of the customer
• Maintains hardware inventories and provides procurement services for end user community
• Coordinates new user access and systems setup with various support groups

The Skills You Bring

Skills and Knowledge

• Experience demonstrating proficiency installing, troubleshooting and supporting laptops, MacBook’s, PCs, virtual machines, iPads and business critical applications via 1:1 desk side visits, phone, chat and remote.
• Experience demonstrating proficiency supporting Windows 10, MacOS, Office365 and productivity tools
• Experience supporting investment applications such as Bloomberg, Factset, Morningstar, Etc…
• Experience demonstrating proficiency providing in person multi-site video conferencing meeting support.
• Experience demonstrating proficiency supporting end user collaboration tools, such as Microsoft SharePoint, Teams, and video conferencing technologies
• Experience demonstrating expert level customer services skills, communication written and verbal
• Experience demonstrating proficiency supporting mobile devices utilizing iOS and Android operating systems.
• Experience demonstrating proficiency working independently, with minimal guidance. Ability to identify and resolve key issues using partial or conflicting data and pattern recognition. Ability to take a broad perspective to problems to identify and document new, less obvious solutions.
• Mobile Platforms : Intune, Symantec VIP

The Value You Deliver
The End User Support Technician plays a key role in ensuring investment professionals succeed in navigating business challenges by understanding their technology needs, delivering productivity tools, collaboration services and technology support.
Company Overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit Fidelitycareers.co

• Provide technology support for onsite and remote associates by resolving moderately complex to highly complex technical issues and problems.
• Demonstrate an expert ability to manage the needs of multiple requests to create an effective schedule and successfully adapt to changing that schedule on short notice as situations change.
• Collaborates with helpdesks and 3rd level support teams and across the organization to troubleshoot highly complex issues and identify technology solutions.
• Support IT projects, including but not limited to: office moves, data recovery, hardware and software testing, product migrations, platform migrations, software delivery, event support, home office support, etc.
• Provide desk side support by identifying, tracking, troubleshooting and resolving requests\incidents.
• Serves as subject matter expert in all service areas including Windows 10, hardware platforms, mobile devices, phone systems, printers, application deployments and other technologies.
• Provides support to a myriad of corporate and BYOD mobile devices using both android and iOS.
• Addresses customer expectations and meets customer requests for multiple service offerings
• Proactively identifies trends in the environment and potential areas that may cause future problems, escalates and communicates diagnostics appropriately
• Provide issue resolution of reported systems and application issues while keeping the end user community regularly informed of your progress
• Eliminates common problems before escalating issues to the next level then break complex issues into appropriate parts in order to understand the issues at hand as well as the needs of the customer
• Maintains hardware inventories and provides procurement services for end user community
• Coordinates new user access and systems setup with various support group