End User Support Technician

Fidelity Talent Source is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for an Investment Support Analyst to work in Fidelity’s Enterprise Infrastructure Group in Boston, MA.

The Investment Support Analyst will provide dedicated technology, productivity and collaboration support services to Fidelity’s Investment Management and trading professionals. The Senior Support Technician must be customer obsessed, adaptive to change and thrive in a rapidly evolving Agile organization. The role will provide efficiency, innovation and preventative technology support and services for Fidelity’s associate IT computing product offering

s.If you have the experience and expertise with a passion for End User Computing, a career in High Touch Services at Fidelity may be right for you!

• 2+ years working in an enterprise environment, troubleshooting Windows 10, MacOS and iOS, virtual and cloud solutions.
• Strong customer service, oral and written communication skills
• Experience working in an enterprise AD environment
• Experience installing software, security patches, SW updates on desktops, virtual devices, laptops, etc.
• Experience supporting a Citrix environment preferred
• Experience supporting multi-media and video conferencing hardware and software
• Strong working knowledge of Office 365 and Office for Mac
• Ability to work easily as a member of a team or independently; prioritize workflow based on urgency and customer requirements
• Ability to be able to work comfortably with members of the firm of all skill and seniority levels
• Associates degree in Computer Science, Information Technology or equivalent work experience preferred
• Microsoft Window
  10 certification, Apple certification preferred

• Proficiency installing, troubleshooting and supporting laptops, Mac Book’s, PCs, virtual machines, iPads and business critical applications via 1:1 desk side visits, phone and chat
• Proficiency supporting Windows 10, MacOS, Office
  365 and productivity tools
• Experience supporting investment applications such as Bloomberg, Factset, Morningstar, ETC.
• Proficiency providing in person multi-site video conferencing meeting support
• Experience supporting end user collaboration tools, such as Microsoft SharePoint, Teams, and video conferencing technologies
• Expert level customer services skills, communication written and verbal
• Experience supporting mobile devices utilizing iOS and Android operating systems
• Experience working independently, with minimal guidance. Ability to identify and resolve key issues using partial or conflicting data and pattern recognition. Ability to take a broad perspective to problems to identify and detail new, less obvious solutions.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.