End User Technician

The Associate End User Support Specialist position provides end-user technology support for the Fidelity Investments Merrimack NH location. Fidelity has over 70,000 associates across multiple US locations.? This job role is 100% onsite and the support ratio is 1000 associates to 1 End User Support role. This support role provides basic technology support for laptop hardware and accessories including boxing and unboxing equipment to ship to users, replacing broken equipment, configuring laptops for deployment and other related tasks.
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Responsibilities:?

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

• 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.??

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

• Work in a change-controlled environment

• Adhere to internal reporting processes, logistics processes and escalation procedures that fall under internal Audit controls?

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

• 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

• 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

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Skills and Knowledge:?

• Basic support knowledge for hardware and software on Windows OS & MAC IOS devices?

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

• Good written and verbal communication skills?

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

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

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Education and Experience?

• Associate degree or trade school preferred. Some experience preferred