IT Support Technician — Customer-Obsessed Help Desk

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 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.