Customer-Obsessed IT Support Technician

Fidelity Management & Research Company; Westlake (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Fidelity TalentSource is seeking an IT Support Technician to ensure hardware, software, and network functionality for internal end users in Westlake, TX. You will provide break-fix support and request fulfillment for 80K+ users across platforms, while delivering high-quality service in a fast-paced, customer-focused environment.

Responsibilities include diagnosing issues, documenting resolutions, and supporting diverse users, including engineers, executives, and remote workers.

Qualifications

• Associate degree, technical certification(s), or equivalent work experience is preferred.
• 1+ Years experience in a Help Desk Support role.
• Experience supporting Microsoft Windows 10 & 11, Active Directory, and O365 services.
• Experience supporting common hardware and networking equipment.
• Experience supporting Apple MacBook and mobile products.
• Experience with ServiceNow, or other ticketing systems.
• Outstanding customer service and interpersonal skills.
• Excellent written and verbal communication skills.
• Strong documentation skills.
• Ability to quickly absorb and retain information.
• Strong organizational skills.
• Ability to work well on a team in a fast-paced environment.
• Knowledge of ACD telephony systems.
• Experience supporting remote workers in a corporate environment.
• Ability to type a minimum of 50 wpm.

Responsibilities

• Diagnose, research, and solve hardware, software, and network issues using available resources.
• Identify issue patterns, new issues/unexpected changes, and critical incidents for proper handling.
• Approach each interaction with a “Customer Obsessed” mentality, providing best-in-class customer service.
• Evaluate documented resolutions for validity and provide feedback where necessary.
• Provide tailored support to diverse types of end users, from software engineers and financial associates to executives.
• Participate in and provide feedback for new technology rollouts and pilot programs.
• Record, track, and detail all interactions in the appropriate ticketing tool.

Skills

Customer service

Windows 10/11

Active Directory

O365

MacBook/Apple devices

ServiceNow

Documentation

Communication

Typing 50 wpm

Team collaboration

Education

Associate degree or technical certification

Tools

ServiceNow

Job description

Fidelity TalentSource is seeking an IT Support Technician to ensure hardware, software, and network functionality for internal end users in Westlake, TX. You will provide break-fix support and request fulfillment for 80K+ users across platforms, while delivering high-quality service in a fast-paced, customer-focused environment.

Responsibilities include diagnosing issues, documenting resolutions, and supporting diverse users, including engineers, executives, and remote workers.