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 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.
- 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
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-$24.00 per hour.
Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.
