End User Support Specialist

Fidelity Investments Inc.; Boston (MA); On-site; USD 80,231,000 - 85,962,000; Full time

Job summary

Fidelity TalentSource seeks an End User Technician to support Fidelity Investments in Boston, MA. The role focuses on on-site end-user hardware and software support, conference setup, and rapid resolution of issues in a fast-paced enterprise environment.

Responsibilities include building and deploying desktops, resolving tickets, and maintaining excellent customer service. On-call rotations and strict SLA targets are part of the role, with a daily on-site presence required.

Qualifications

• Proficient in device build tools (Autopilot, JAMF, Intune)
• Strong knowledge of AD and basic networks
• Windows and Mac/iOS device support

Responsibilities

• Provide end-user hardware, software and connectivity support
• Set up video conference events
• Manage deskside support and on-site visits
• Respond to service requests with SLA targets
• On-call rotation with 30 minute response time
• Configure workstations for new users
• Work in a change-controlled environment
• Deliver excellent customer service with a 4.7/5 target

Skills

Device build tools

Active Directory

Intune

Windows OS

Mac/iOS devices

Communication skills

Tools

Microsoft Autopilot

Active Directory

Intune

vSphere

JAMF

Job description

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for an End User Technician to work in Fidelity's Enterprise Infrastructure Group in Boston, MA.

The Role

Fidelity is currently seeking a Regional Support Technician to work on-site for client Fidelity Investments. This position will provide end-user support for technologies such as computers, monitors, printers, phones, accessories and audio/visual equipment. Much of the job will be desktop support and handling items that can’t be resolved remotely. Troubleshooting includes, but not limited to, Microsoft Operating Systems, MS Office applications, along with many other external and internally built applications. Having experience working in large environments and building and deploying desktops on a large scale is beneficial.

The Team

Our team enriches and makes valuable contributions to the Fidelity Associate base by creating an efficient workspace that is quality focused. We are looking for forward-thinking individuals to be able to work in a fast pace and dynamic environment with outstanding customer service skills. Performing in a team setting and being able to communicate effectively should be key traits one should have to be a success. While working with the Techworks Field Services Team, we will add to your existing skills pallet while learning from you in exchange!

The Expertise You Have

• Support and maintain fleet of laptops, monitors, cameras, docking stations, printers, telephony
• Analyze and resolve end-user hardware, software and connectivity issues
• 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
• 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
• 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
• Enforce internal reporting processes, logistics processes and escalation procedures that fall under internal Audit controls
• 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
• Support work outside of regular hours in order to accommodate business needs
• Accommodate rapidly changing requirements and non-standard requests once approved
• 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
• Knowledge of local LAN infrastructure

The Skills You Bring

• 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 prioritize 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

The Value You Deliver

• Computer Builds and Computer Deployments - deploy computers to our end-users and ensure all applications and data is transferred to the new computer.
• Support critical Service Level Targets with timely and accurate execution of support requests via our ticketing and tracking systems.
• Focus on delivering a successful customer service experience.
• Alignment to reporting and critical issue procedures.
• Interfacing closely with other regional technical support teams and operations groups to ensure successful completion of customer requests and projects.
• Working in conjunction with technical and non-technical personnel to optimally finish the requests.
• Special assignments and other work-related duties as required by management.

The hourly pay rate range for this position is $28.00 - $30.00 per hour.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors.

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Company Overview

At Fidelity, we are passionate about 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.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.

Fidelity TalentSource, is the in-house temporary staffing provider for Fidelity Investments. Unlike traditional staffing agencies, we are an internal business unit within Fidelity's Talent Acquisition team, dedicated to recruiting talent from various backgrounds for roles in Fidelity's regional and investor center locations. Our mission is to help you experience Fidelity's diverse and inclusive workplace while expanding your skill set and professional network, with the ultimate goal of conversion to full-time employment as part of Fidelity's long-term strategy.

For information about working at Fidelity TalentSource, visit FTSJobs.com.

Fidelity TalentSource will reasonably accommodate applicants with disabilities who need adjustments in order to complete the application or interview process. Please email us at [e-mail] if you would like to request an accommodation.