Help Desk Specialist

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Help Desk Specialist to work in Fidelity’s Enterprise Infrastructure Group on a fully Remote basis 20 hours a week.

The Role

The Service Desk Specialist role is to ensure hardware and software functionality for internal end users. As a Service Desk Specialist, you will provide hardware and software support for 60K+ users on a wide variety of technology platforms and applications. Because this is an internal Service Desk, we place a high value on serving our customer facing associates and those who are in direct support of carrying out our business objectives. In addition to one’s technical acumen, we expect a high attention to detail, outstanding customer service, and one’s ability to build a rapport to optimally elicit essential details from the user.

Responsibilities

• Record, track, and document all interactions in the appropriate ticketing tool, as well as identify and escalating critical incidents
• Diagnose and troubleshoot hardware and software issues
• Research issues using available internally available resources
• Approach each interaction with a “Customer Obsessed” mindset
• Evaluate documented resolutions and analyze trends
• Support several types of end users, from software engineers and financial associates to top executives

Qualifications

Required

• High-level customer service and interpersonal skills
• Strong written and verbal communication skills
• Ability to quickly absorb and retain information
• Strong documentation and organizational skills
• Ability to work well on a team in a fast-paced environment
• Ability to type a minimum of 60 wpm
• Working knowledge of computers and networks
• Excellent troubleshooting skills

Preferred

• Associate degree, technical certification, or equivalent work experience is preferred
• Previous experience in a Help Desk Support role is a plus
• Experience supporting Microsoft Windows 7 & 10
• Experience supporting Microsoft Office 2010 & O365
• Experience supporting Apple MacOS and Apple mobile products
• Experience with ServiceNow, or other ticketing systems is a plus
• Knowledge of ACD telephony systems
• Experience supporting remote workers in a corporate environment

The hourly pay rate range for this position is $22.00-$25.00 per hour.
Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Dynamic Working

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.