End User Support

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

Fidelity is currently seeking a Regional Support Technician to work on-site for client Fidelity Investments. This position will provide end-user support for technologies such as computers, monitors, printers, phones, accessories and audio/visual equipment. Much of the job will be desktop support and handling items that can’t be resolved remotely. Troubleshooting includes, but not limited to, Microsoft Operating Systems, MS Office applications, along with many other external and internally built applications.

Having experience working in large environments and building and deploying desktops on a large scale is beneficial.

Our team enriches and makes valuable contributions to the Fidelity Associate base by creating an efficient workspace that is quality focused. We are looking for forward-thinking individuals to be able to work in a fast pace and dynamic environment with outstanding customer service skills. Performing in a team setting and being able to communicate effectively should be key traits one should have to be a success.

While working with the Techworks Field Services Team, we will add to your existing skills pallet while learning from you in exchange!

• Support and maintain fleet of laptops, monitors, cameras, docking stations, printers, telephony

• Analyze and resolve end-user hardware, software and connectivity issues

• Provide support and set up for video conference events

• Leverage telemetry tools such as Nex Think to quickly resolve technical issues

• Perform routine deskside surveys to ensure all work locations are setup with the standard equipment

• Work in a change-controlled environment

• Deliver outstanding Customer Service by utilizing a high level of interpersonal skills to understand the problem, implement solutions, and provide closure to end-user's issues. Customer Satisfaction Target is a 4.7 out of 5 based on customer surveys

• Troubleshoot complex issues in a 1:1 walk up, scheduled visit or via a deskside visit while providing positive customer experience

• Meet Service Level Targets
  - Timely and accurate execution of service requests & incident tickets. Minimum 8 tickets per day – Incidents ticket closure targets 75% 1st day, 90% 3rd day, 100% 10 day for all service requests

• Enforce internal reporting processes, logistics processes and escalation procedures that fall under internal Audit controls

• Configure workstations for new users and upgrades existing equipment and software

• Configuration/reconfiguration of hardware, including workstations and printers

• Work closely with peers and team members to quickly resolve issues.

• Identify, troubleshoot, and diagnose issues

• Differentiate between hardware and software problems and apply appropriate solution

• Support work outside of regular hours in order to accommodate business needs

• Accommodate rapidly changing requirements and non-standard requests once approved

• Participate in a scheduled OnCall rotation. OnCall support is provided 365 days a year. The required response time to call out is 30 minutes. Arrival onsite within a 3-hour window

• Knowledge of local LAN infrastructure

• Proficient in use of device building/service tools– Microsoft Autopilot, Active Directory, Intune vSphere, JAMF

• Knowledgeable of basic networks topology, switches, routers, etc

• Proficient supporting hardware and software on Windows OS & MAC IOS devices

• Properly prioritize daily activities and prioritize time appropriately
  - Maximize daily activities to gain maximum customer benefit

• Strong written and verbal communication skills

• Ability to think independently, organize, prioritize, multitask and execute on assignments

• Develops and enhances customer relationships

• Exhibits positive attitude, works well with other team members, business partners, can do attitude

• Computer Builds and Computer Deployments – deploy computers to our end-users and ensure all applications and data is transferred to the…