IT Support Technician - Service Desk Pro

Fidelity TalentSource; Salt Lake City (UT); On-site; USD 42,000 - 54,000; Full time

Job summary

Fidelity TalentSource seeks an IT Support Technician to keep hardware, software, and network services running for Fidelity’s internal users in Salt Lake City, Utah.

You will provide break‑fix support, handle ticketing in ServiceNow, and support Windows 10/11, Active Directory, and O365, plus MacBook and mobile devices.

The initial 3‑week training runs Monday–Friday, 8 to 5; shifts may adjust after training to meet business needs. Fidelity is an equal opportunity employer.

Qualifications

• Associate degree or technical certification preferred
• 1+ years experience in a Help Desk/Service Desk role
• Experience supporting Windows 10/11, Active Directory, and O365
• Experience supporting common hardware and networking equipment
• Experience with 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
• 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
• Typing at least 50 words per minute

Responsibilities

• Diagnose, research, and solve hardware, software, and network issues using available resources.
• Identify issue patterns, new issues, or critical incidents for proper handling.
• Provide customer-obsessed, best-in-class service during interactions.
• Evaluate documented resolutions for validity and provide feedback.
• Provide tailored support to engineers, financial associates, and executives.
• Participate in new technology rollouts and pilot programs.
• Record, track, and detail all interactions in the ticketing system.

Skills

Customer service

Communication

Documentation

Teamwork

Typing speed 50 wpm

Organizational skills

Education

Associate degree or technical certification

Tools

ServiceNow

Ticketing systems

Windows 10/11

Active Directory

O365 / Office 365

MacBook / mobile devices

Job description

Fidelity TalentSource seeks an IT Support Technician to keep hardware, software, and network services running for Fidelity’s internal users in Salt Lake City, Utah.

You will provide break‑fix support, handle ticketing in ServiceNow, and support Windows 10/11, Active Directory, and O365, plus MacBook and mobile devices.

The initial 3‑week training runs Monday–Friday, 8 to 5; shifts may adjust after training to meet business needs. Fidelity is an equal opportunity employer.