Help Desk Technician

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Job description

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 in Westlake, TX!

The Help Desk Specialist role is to ensure hardware and software functionality for internal end users. As a Help Desk Specialist, you will provide break-fix support and request fulfillment for 50K+ 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 accomplishing 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 effectively elicit crucial details from the user.

Responsibilities:

• Record, track, and detail all interactions in the appropriate ticketing tool, as well as identify and raise critical incidents to the next level if needed.
• Diagnose and solve hardware and software issues
• Research issues using available internally available resources
• Approach each interaction with a "Customer Obsessed" mentality
• Evaluate documented resolutions and analyze trends
• Support various types of end users, from software engineers and financial associates, to top executives

Qualifications:

• Associate degree, technical certification, or equivalent work experience is preferred
• 1+ Years' 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
• 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 telephony systems
• Experience supporting remote workers in a corporate environment
• Ability to type a minimum of 40 wpm

Additional Considerations

• The initial training is 3 weeks and will be conducted M - F, from 8 to 5. Once out of training your shift be adjusted to align with the business need.
• You will be on a 90-day probationary period when your assignment begins.