IT Support Technician — Enterprise Service Desk

Fidelity Investments; Utah; On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

3-week training program

Disability accommodations

Job summary

Fidelity TalentSource is recruiting an IT Support Technician to work in Salt Lake City, Utah. You will ensure hardware, software, and network functionality for internal end users, providing break-fix support and ticket-based fulfillment for 80K+ users.

The role emphasizes customer service, effective communication, and teamwork in a fast-paced corporate environment. Training runs 3 weeks with 8–5 scheduling, after which shifts align with business needs.

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.

Responsibilities

• Diagnose, research, and tackle 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

Communication skills

Teamwork

Type 50 wpm

Fast-paced environment

Education

Associate degree or certs

Tools

ServiceNow

Windows 10/11

Active Directory

O365

MacBook support

Networking basics

ACD telephony

Job description

Fidelity TalentSource is recruiting an IT Support Technician to work in Salt Lake City, Utah. You will ensure hardware, software, and network functionality for internal end users, providing break-fix support and ticket-based fulfillment for 80K+ users.

The role emphasizes customer service, effective communication, and teamwork in a fast-paced corporate environment. Training runs 3 weeks with 8–5 scheduling, after which shifts align with business needs.