IT Support Technician — Customer-Driven Tech Help

Fidelity Management & Research Company; Jacksonville (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

Fidelity TalentSource is seeking an IT Support Technician for Fidelity Investments in Jacksonville, FL. The role ensures hardware, software, and network functionality for internal users, delivering break-fix support and ticketing for 80K+ users across platforms and applications.

Ideal candidates have 1+ years in a Help Desk role, strong customer service, and experience with Windows 10/11, AD, and O365. Training is 3 weeks, M–F, 8–5, with potential shift adjustments after onboarding.

Qualifications

• Associate degree or technical certification preferred.
• 1+ years experience in a Help Desk/Service Desk 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 devices.
• Experience with ServiceNow or other ticketing systems.
• Outstanding customer service and interpersonal skills.
• Excellent written and verbal communication skills.
• Strong documentation skills.

Responsibilities

• Diagnose, research, and resolve hardware, software, and network issues.
• Identify issue patterns and critical incidents for proper handling.
• Provide best-in-class customer service with a customer-obsessed mindset.
• Evaluate resolutions for validity and provide feedback.
• Offer tailored support to diverse end users, including engineers and executives.
• Participate in new technology rollouts and pilot programs.
• Record, track, and detail all interactions in the ticketing tool.

Skills

Windows 10/11

Active Directory

Office 365

Hardware & Networking

MacBook support

ServiceNow

Customer service

Communication

Documentation

Remote workers support

Typing 50 wpm

Education

Associate degree or technical certification

Tools

Ticketing systems

Job description

Fidelity TalentSource is seeking an IT Support Technician for Fidelity Investments in Jacksonville, FL. The role ensures hardware, software, and network functionality for internal users, delivering break-fix support and ticketing for 80K+ users across platforms and applications.

Ideal candidates have 1+ years in a Help Desk role, strong customer service, and experience with Windows 10/11, AD, and O365. Training is 3 weeks, M–F, 8–5, with potential shift adjustments after onboarding.