Information Technology Support Technician

Fidelity Investments; Jacksonville (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Fidelity TalentSource is seeking an IT Support Technician to support Fidelity Investments’ Enterprise Infrastructure Group in Jacksonville, FL. The role focuses on break-fix support, ticketing, and delivering high-quality service to internal users across Windows, AD, and O365 environments.

The successful candidate will have 1+ year in a Help Desk, strong customer service, and the ability to work with a variety of devices (Windows, Mac) and remote workers.

Qualifications

• 1+ years of experience in a Help Desk/IT support role.
• Experience with Microsoft Windows 10 & 11, Active Directory, and Office 365 (O365).
• Experience supporting hardware, networking equipment, and Apple MacBook devices.
• Strong customer service and written/verbal communication skills.
• Ability to absorb information quickly and work well in a team.

Responsibilities

• Diagnose, research, and resolve hardware, software, and network issues.
• Identify issue patterns and escalate/triage incidents as needed.
• Provide customer-focused, best-in-class service to internal users.
• Document resolutions and feedback for future problems.
• Support a diverse user base from engineers to executives.
• Participate in new technology rollouts and pilots.
• Record all interactions in the ticketing system.

Education

Associate degree or technical certification

Tools

ServiceNow

Job description

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for an IT Support Technician to work in Fidelity’s Enterprise Infrastructure Group in Jacksonville, FL.

The Role

The IT Support Technician role is to ensure hardware, software, and network functionality for internal end users. As a technician, you will provide break-fix support and request fulfillment for 80K+ users on a wide variety of technology platforms and applications. Because this is an internal Service Desk, we place high value on serving the needs of our customer-facing and financial associates and those who are in direct support of accomplishing our business objectives. In addition to one’s technical acumen, we require high attention to detail, outstanding customer service, and the ability to build a rapport to optimally elicit crucial details from the user.

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.

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
• 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 (Automatic Call Distribution) telephony systems
• Experience supporting remote workers in a corporate environment
• Ability to type a minimum of 50 wpm

Additional Considerations

• The initial training is for 3 weeks and will be conducted M - F, from 8 to 5. Your shift be adjusted to align with the business need after training is completed

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.