End User Technician at Fidelity Investments

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Information TechnologyIndustries

Requirements

4+ years working in an enterprise environment, troubleshooting Windows 10, MacOS and iOS, virtual and cloud solutions
Strong customer service, oral and written communication skills
Experience working in an enterprise AD environment
Experience installing software, security patches, SW updates on desktops, virtual devices, laptops, etc
Experience supporting a Citrix environment (preferred)
Experience supporting multi-media and video conferencing hardware and software
Strong working knowledge of Office 365 and Office for Mac
Ability to work easily as a member of a team or independently; prioritize workflow based on urgency and customer requirements
Ability to work comfortably with members of the firm of all skill and seniority levels
Associates degree in Computer Science, Information Technology or equivalent work experience (preferred)
Microsoft Windows and Apple certifications (preferred)
Experience demonstrating proficiency installing, troubleshooting and supporting laptops, MacBooks, PCs, virtual machines, iPads and business critical applications via 1:1 desk side visits, phone, chat and remote

Responsibilities

Provide technology support for onsite and remote associates by resolving moderately complex to highly complex technical issues and problems
Demonstrate an expert ability to manage the needs of multiple requests to create an effective schedule and successfully adapt to changing that schedule on short notice as situations change
Collaborate with helpdesks and 3rd level support teams and across the organization to troubleshoot highly complex issues and identify technology solutions
Support IT projects, including but not limited to: office moves, data recovery, hardware and software testing, product migrations, platform migrations, software delivery, event support, home office support, etc
Provide desk side support by identifying, tracking, troubleshooting and resolving requests/incidents
Serve as subject matter expert in all service areas including Windows 10, hardware platforms, mobile devices, phone systems, printers, application deployments and other technologies
Provide support to a myriad of corporate and BYOD mobile devices using both Android and iOS
Address customer expectations and meet customer requests for multiple service offerings
Proactively identify trends in the environment and potential areas that may cause future problems, escalate and communicate diagnostics appropriately
Provide issue resolution of reported systems and application issues while keeping the end user community regularly informed of your progress
Eliminate common problems before escalating issues to the next level then break complex issues into appropriate parts in order to understand the issues at hand as well as the needs of the customer
Maintain hardware inventories and provide procurement services for end user community
Coordinate new user access and systems setup with various support groups

Skills

Windows 10

MacOS

iOS

Active Directory

Citrix

Office 365

video conferencing

software installation

security patches

troubleshooting

Fidelity Investments

Investment management and financial services provider

About Fidelity Investments

Fidelity Investments offers a range of financial services and tools designed to help individuals manage their investments and stay informed about the markets. Their products include mobile applications and market monitoring tools that provide users with real-time market quotes, news, and trading capabilities. For example, the Fidelity Market Monitor for Glass delivers daily market quotes directly to Google Glass, while the Fidelity app for Windows Phone 8 allows users to access news and trading tools on their mobile devices. Additionally, features like the Watch List Visualization for iPad help users track stock price changes over time using a heatmap. What sets Fidelity apart from its competitors is its focus on integrating new technologies and user-friendly interfaces to enhance the investment experience. The goal of Fidelity Investments is to empower individuals with the information and tools they need to make informed financial decisions.

Boston, MassachusettsHeadquarters

1946Year Founded

$120,238.8MTotal Funding

DEBT_FINANCINGCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Mental Health Support

Hybrid Work Options

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Parental Leave

Student Loan Assistance

Tuition Reimbursement

Risks

Loss of key personnel like Gita Bal may impact Fidelity's research capabilities.

Increased competition from Vanguard's new division could draw clients away from Fidelity.

Potential reputational risk from Bitcoin ETF outflows could affect Fidelity's offerings.

Differentiation

Fidelity Labs offers innovative beta products like Market Monitor for Google Glass.

Fidelity's mobile solutions are available on multiple platforms, including Windows Phone and iPad.

Fidelity's Open Limit Order Visualization provides unique insights into order execution proximity.

Upsides

Increased adoption of wearable tech could boost Fidelity's mobile solutions.

Growing interest in Bitcoin ETFs suggests expansion in Fidelity's digital asset offerings.

Rise of AI could benefit Fidelity's data analytics and AI-driven investment strategies.

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