The Role:

This End User Support Specialist position provides end-user technology support for the Fidelity Investments Covington, KY 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 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 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 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 Implement internal reporting processes, logistics processes and escalation procedures that fall under internal Audit controls 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 Support work outside of regular hours in order to accommodate business needs Accommodate rapidly changing requirements and non-standard requests once approved 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 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 handle 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. 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. Company Overview At Fidelity, we are passionate about 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. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process. Fidelity TalentSource, is the in-house temporary staffing provider for Fidelity Investments. Unlike traditional staffing agencies, we are an internal business unit within Fidelity's Talent Acquisition team, dedicated to recruiting talent from various backgrounds for roles in Fidelity's regional and investor center locations. Our mission is to help you experience Fidelity's diverse and inclusive workplace while expanding your skill set and professional network, with the ultimate goal of conversion to full-time employment as part of Fidelity's long-term strategy. For information about working at Fidelity TalentSource, visit FTSJobs.com. Fidelity TalentSource will reasonably accommodate applicants with disabilities who need adjustments in order to complete the application or interview process. 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