Description
3 Month Contract - Onsite 5 days a week in Boston, MA
Job Description
This End User Support Specialist position provides end-user technology support for the Fidelity Investments (City, State) 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
· 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
· 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
· Adhere to internal reporting processes, logistics processes and escalation procedures that fall under internal Audit controls
· Support work outside of regular hours in order to accommodate business needs
· Accommodate rapidly changing requirements and non-standard requests once approved
· 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
· 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
· 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
· 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 manage 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.
