End User Technician

Job Description

This End User Support Specialist position provides end-user technology support for the Fidelity Investments San Francisco, CA 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 Specialist 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:

• Participate as a subject matter expert – Accountable for product updates, timely information sharing, working with problem management to provide data aggregation for root cause analyzation.
• Provide mentorship and act as an escalation point to junior End User personnel
• Lead local IT projects
• Identify, track, troubleshoot and diagnose ongoing issues; provide recommendations, communicate effectively and follow through on resolution. Provide feedback/update relevant knowledge management articles
• Support and maintain fleet of laptops, monitors, cameras, docking stations, printers, telephony, network infrastructure and wireless LAN
• Elevated proficiencies working in a change-controlled environment - Including opening changes utilization the change management schedule
• Analyze and resolve end-user hardware, software and connectivity issues which could be more complex in nature
• Configure workstations for new users and upgrades existing equipment and software
• Configuration/reconfiguration of hardware, including workstations and printers
• Work closely with all levels of IT and other business partners to quickly resolve issues.
• Differentiate between hardware and software problems and apply appropriate solution or engage the problem management teams
• Provide support and set up for video conference events and basic AV equipment configuration
• 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
• Adhere to internal reporting processes, logistics processes and escalation procedures that fall under internal Audit controls
• Support work outside of regular hours to accommodate business needs
• Accommodate rapidly changing requirements and non-standard requests
• 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-users' issues. Customer Satisfaction Target is a 4.7 out of 5 based on customer surveys

Skills and Knowledge:

• Advanced knowledge in the use of device building/service tools– Microsoft Autopilot, Active Directory, Intune VSphere
• Thorough knowledge of campus infrastructure, networks topology, TCP/IP, VLANs, and LAN/WLAN interfaces
• Advanced knowledge 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
• Excellent written and verbal communication skills
• Enhanced self-autonomy to work independently to organize, prioritize, multitask and execute on assigned tasks
• Exhibits positive attitude, works well with other team members, business partners, can do attitude, and influences other team members
• Exhibits positive attitude, works well with other team members, business partners, can do attitude
• Ability to coordinate with outside vendors

Education and Experience

• Associate degree or equivalent and 5 years' experience with computer hardware, operating systems, and network WLAN/LAN support
• Industry acknowledged certificates such as CompTIA A+ , Network +, Google IT Support, or Cisco CCNA is a plus.