Job Description:
Investment Support Analyst – High Touch Services
The Investment Support Analyst will provide dedicated technology, productivity and collaboration support services to Fidelity’s Investment Management and trading professionals. The Investment Support Analyst must be customer obsessed, adaptive to change and thrive in a rapidly evolving Agile organization. The role will provide productivity, innovation and preventative technology support and services for Fidelity’s associate IT computing product offerings.
If you have the experience and expertise with a passion for End User Computing, a career in High Touch Services at Fidelity may be right for you!
The Expertise you Have
4+ years working in an enterprise environment, troubleshooting Windows 10, MacOS and iOS, virtual and cloud solutions
Strong customer service, oral and written communication skills
Experience working in an enterprise AD environment
Experience installing software, security patches, SW updates on desktops, virtual devices, laptops, etc.
Experience supporting a Citrix environment preferred
Experience supporting multi-media and video conferencing hardware and software
Strong working knowledge of Office 365 and Office for Mac
Ability to work easily as a member of a team or independently; prioritize workflow based on urgency and customer requirements
Ability to be able to work comfortably with members of the firm of all skill and seniority levels
Associates degree in Computer Science, Information Technology or equivalent work experience preferred
Microsoft Window and Apple certifications preferred
The Purpose of Your Role
In this role, the Technician works in collaboration with other members of the Fidelity business and End User Computing community to:
Provide technology support for onsite and remote associates by resolving moderately complex to highly complex technical issues and problems.
Demonstrate an expert ability to manage the needs of multiple requests to create an effective schedule and successfully adapt to changing that schedule on short notice as situations change.
Collaborates with helpdesks and 3rd level support teams and across the organization to troubleshoot highly complex issues and identify technology solutions.
Support IT projects, including but not limited to: office moves, data recovery, hardware and software testing, product migrations, platform migrations, software delivery, event support, home office support, etc.
Provide desk side support by identifying, tracking, troubleshooting and resolving requests\incidents.
Serves as subject matter expert in all service areas including Windows 10, hardware platforms, mobile devices, phone systems, printers, application deployments and other technologies.
Provides support to a myriad of corporate and BYOD mobile devices using both android and iOS.
Addresses customer expectations and meets customer requests for multiple service offerings
Proactively identifies trends in the environment and potential areas that may cause future problems, escalates and communicates diagnostics appropriately
Provide issue resolution of reported systems and application issues while keeping the end user community regularly informed of your progress
Eliminates common problems before escalating issues to the next level then break complex issues into appropriate parts in order to understand the issues at hand as well as the needs of the customer
Maintains hardware inventories and provides procurement services for end user community
Coordinates new user access and systems setup with various support groups
Note: Fidelity will not provide sponsorship for this role.
The Skills You Bring
Skills and Knowledge
Experience demonstrating proficiency installing, troubleshooting and supporting laptops, MacBook’s, PCs, virtual machines, iPads and business critical applications via 1:1 desk side visits, phone, chat and remote.
Experience demonstrating proficiency supporting Windows 10, MacOS, Office365 and productivity tools
Experience supporting investment applications such as Bloomberg, Factset, Morningstar, Etc…
Experience demonstrating proficiency providing in person multi-site video conferencing meeting support.
Experience demonstrating proficiency supporting end user collaboration tools, such as Microsoft SharePoint, Teams, and video conferencing technologies
Experience demonstrating expert level customer services skills, communication written and verbal
Experience demonstrating proficiency supporting mobile devices utilizing iOS and Android operating systems.
Experience demonstrating proficiency working independently, with minimal guidance. Ability to identify and resolve key issues using partial or conflicting data and pattern recognition. Ability to take a broad perspective to problems to identify and document new, less obvious solutions.
Mobile Platforms : Intune, Symantec VIP
The Value You Deliver
The End User Support Technician plays a key role in ensuring investment professionals succeed in navigating business challenges by understanding their technology needs, delivering productivity tools, collaboration services and technology support.
Company Overview
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. For information about working at Fidelity, visit Fidelitycareers.com
Fidelity Investments is an equal opportunity employer.
The base salary range for this position is $60,000-115,000 USD per year.Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.
Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.
We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.