Senior End User Support Analyst

Fidelity Investments - Boston, MA 02108 APPLY TO THIS JOB

The Executive End User Support Analyst will provide dedicated, in person, technology, productivity and collaboration support services to Fidelity’s C-Suite leadership team that is modeled to how our executives work. The Executive Support Analyst is responsible for delivering the highest level of performance, productivity, innovation and preventative support for Fidelity’s end user computing product offerings. You must be customer obsessed, adaptive to change and maintain the highest level of confidentiality with the leadership team.

If you have the experience and expertise with a real passion for End User Computing, a career in High Touch Services at Fidelity may be right for you!

The Team

End User Collaboration and Productivity provides worldwide technology and support to Fidelity’s associates. We are an integral partner enabling the firm to deliver innovative, scalable, industry-leading investment tools that enable our associates to achieve a competitive advantage globally.

The Executive End User Support Analyst helps the senior leadership team meet their business challenges by understanding their technology needs, delivering productivity tools, collaboration services and technology support.

The Expertise You Have

Bachelor’s degree in Computer Science, Information Technology or related discipline preferred or equivalent work experience

1-3 years working in an enterprise environment, troubleshooting Windows, MacOS and iOS, virtual and cloud solutions

1-2 years providing C-Suite technology support preferred

Microsoft certification, Apple certification preferred or attained within 6 months

The Skills You Bring

Your experience installing, troubleshooting and supporting laptops, MacBook’s, PCs, iPads and business critical applications for Executives in large, multi-location, corporate environment via 1:1 desk side visits, phone, chat and remote.

Your experience supporting Windows 7, Windows 10, MacOS, MS Office 2016, Office365

Your experience providing in person multi-site video conferencing meeting support.

Your experience supporting end user collaboration tools, such as Microsoft SharePoint, Teams, and Skype for Business, Surface Hub and Cisco video conferencing technologies

Your experience demonstrating expert level customer services skills, communication written and verbal

Your experience supporting mobile devices utilizing iOS and Android operating systems.

You are comfortable working independently, with minimal guidance. Ability to identify and resolve key issues using partial or conflicting data and pattern recognition. Ability to take a broad perspective to problems to identify and document new, less obvious solutions.

You are a clear and innovative thinker, with excellent collaboration and communications skills.

Mobile Platform : Mobile Iron, Intune

Cloud Infrastructure : Microsoft Azure, Amazon AWS

Core Infrastructure : Active Directory

The Value You Deliver

In this role, the Analyst works in collaboration with other members of the Fidelity business and End User Computing community to:

Provide technology support onsite, remotely, at home offices or properties by resolving moderately complex to highly complex technical issues and problems.

Inspire trust and maintain confidentiality with Executives by performing expert technical support with highly professional written and oral communication skills.

Manage the needs of multiple requests to build an effective schedule and successfully adapt to changing that schedule on short notice as situations change.

Provide productivity suite training to your business partners

Provide dedicated hardware support, printer support, application, collaboration software and mobile support on Windows, Apple, Amazon, HP and Cisco platforms

Research innovative SW and HW solutions which make valuable contributions to the productivity of the leadership team

Support IT projects, including but not limited to: office moves, data recovery, hardware and software testing, product migrations and delivery, offsite event support, home office support, etc.

Collaborate with 3rd level support teams and across the organization to troubleshoot highly complex and dynamic issues and identify technology solutions.

Provide 24x7 on call support and services as part of a rotation or via direct contact from the business partners

Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit

Fidelity Investments is an equal opportunity employer.

Job: Systems Administration & Support

Primary Location: US-MA-Boston

Schedule: Full-time

Job Level: Individual Contributor

Education Level: Bachelor's Degree (±16 years)

Job Type: Standard

Overtime Status: Exempt

Travel: No

Boston, Massachusetts
Boston, MA


Fidelity Investments

Boston, Massachusetts 02108

1/4/2019 5:46:41 AM


Systems Administration Support