Service Desk Technician

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Service Desk Specialist to work in Fidelity’s Enterprise Infrastructure Group!
The Service Desk Specialist role is to ensure hardware and software functionality for internal end users. As a Service Desk Specialist, you will provide hardware and software support for 60K users on a wide variety of technology platforms and applications. Because this is an internal Service Desk, we place a high value on serving our customer facing associates and those who are in direct support of carrying out our business objectives. In addition to one’s technical acumen, we expect a high attention to detail, outstanding customer service, and one’s ability to build a rapport to optimally elicit essential details from the user.

Responsibilities:

• Record, track, and detail all interactions in the appropriate ticketing tool, as well as identify and raise critical incidents to the next level if needed.
• Diagnose and solve hardware and software issues
• Research issues using available internally available resources
• Approach each interaction with a “Customer Obsessed” mentality
• Evaluate documented resolutions and analyze trends
• Support various types of end users, from software engineers and financial associates, to top executives

Qualifications:

(Required)

• High-level customer service and interpersonal skills
• Strong written and verbal communication skills
• Ability to quickly absorb and retain information
• Strong documentation and organizational skills
• Ability to work well on a team in a fast-paced environment
• Ability to type a minimum of 40 wpm
• Working knowledge of computers and networks
• Excellent troubleshooting skills

(Preferred)

• Associate degree, technical certification, or equivalent work experience is preferred
• Previous experience in a Help Desk Support role is a plus
• Experience supporting Microsoft Windows 7 & 10
• Experience supporting Microsoft Office 2010 & O365
• Experience supporting Apple MacOS and Apple mobile products
• Experience with ServiceNow, or other ticketing systems is a plus
• Knowledge of ACD telephony systems
• Experience supporting remote workers in a corporate environment

Additional Considerations

• The initial paid training will be conducted Monday – Friday. The start times of training will vary depending on the candidate’s location. Once training is complete, your shift be adjusted to align with the business need.
• Equipment will be provided
• We primarily operate during market hours, but evening, weekend, and overnight shifts may also be available

Company Overview

Fidelity TalentSource, formerly Veritude, is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry! We recruit individuals from a variety of backgrounds, including technology and customer service, to fill assignments across Fidelity’s U.S.-based regional and investor center locations. If you would like to experience Fidelity’s diverse and inclusive workplace while expanding your skillset and developing your professional network, consider a role with Fidelity TalentSource.
For information about working at Fidelity TalentSource, visit FTSJobs.com.

Information about Fidelity Investments

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences.
Fidelity Investments and Fidelity TalentSource are equal opportunity employers.