End User Technician

Job Description
This End User Support position provides end-user technology support for the Fidelity Investments Boston, Mass. 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 technology support for computers, monitors, printers, phones, accessories, and audio/visual equipment. Troubleshooting includes Microsoft Operating Systems, MS Office applications, MAC IOS support, and many other external and internally built applications.

Responsibilities:

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

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

• 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

• Provide support and set up for video conference events

• Leverage telemetry tools such as NexThink 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

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

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

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

• 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

• 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

• 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

• Knowledge of local LAN infrastructure

Skills and Knowledge:

• 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 manage 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

Education and Experience

• Associate degree or equivalent with 2-3 years knowledge of computer hardware, operating systems, and network WLAN/LAN support

• Industry acknowledged certificates such as CompTIA? A+ , Network +, Google IT Support, or Cisco CCNA are a plus.