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 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 Westlake, TX.

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 effectively 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
• 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 (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.