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Help Desk Technician

Company: Fidelity TalentSource
Location: Jacksonville
Posted on: January 16, 2022

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 Jacksonville, FL.

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.

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
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.

Keywords: Fidelity TalentSource, Jacksonville , Help Desk Technician, Professions , Jacksonville, Florida

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