Search
Help Desk Specialist

Help Desk Specialist

locationDurham, NC, USA
PublishedPublished: 7/20/2025
Full Time

Description

Help Desk Specialist

We are currently sourcing for an IT Support Technician to work in Fidelity’s Enterprise Infrastructure and Operations Group, Techworks Service Desk.

The IT Support Technician role is to ensure hardware, software, and network functionality for internal end users. As a technician, you will provide break-fix support and request fulfillment for 80K+ users on a wide variety of technology platforms and applications. Because this is an internal Service Desk, we place a high value on serving the needs of our customer facing and financial associates and those who are in direct support of accomplishing our business objectives. In addition to one’s technical acumen, we require high attention to detail, outstanding customer service, and the ability to build a rapport to effectively elicit crucial details from the user.

Responsibilities:

  • Diagnose, research, and solve hardware, software, and network issues using available resources.
  • Identify issue patterns, new issues/unexpected changes, and critical incidents for proper handling.
  • Approach each interaction with a “Customer Obsessed” mentality, providing best-in-class customer service.
  • Evaluate documented resolutions for validity and provide feedback where necessary.
  • Provide tailored support to diverse types of end users, from software engineers and financial associates to executives.
  • Participate in and provide feedback for new technology rollouts and pilot programs.
  • Record, track, and detail all interactions in the appropriate ticketing tool.

Qualifications:

  • Associate degree, technical certification(s), or equivalent work experience is preferred
  • 1+ Years experience in a Help Desk Support role
  • Experience supporting Microsoft Windows 10 & 11, Active Directory, and O365 services
  • Experience supporting common hardware and networking equipment
  • Experience supporting Apple MacBook and mobile products
  • Experience with ServiceNow, or other ticketing systems
  • Outstanding customer service and interpersonal skills
  • Excellent written and verbal communication skills
  • Strong documentation skills
  • Ability to quickly absorb and retain information
  • Strong organizational skills
  • Ability to work well on a team in a fast-paced environment
  • Knowledge of ACD (Automatic Call Distribution) telephony systems
  • Experience supporting remote workers in a corporate environment
  • Ability to type a minimum of 35 wpm

Additional Considerations

  • The initial training is for 3 weeks and will be conducted M – F, from 8 to 5. Your shift be adjusted to align with the business need after training is completed.

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. For information about working at Fidelity, visit?FidelityCareers.com.

Fidelity Investments is an equal opportunity employer.