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Executive Support Analyst, High Touch Services



IT, Customer Service
Boston, MA, USA
Posted on Tuesday, June 18, 2024

Job Description:

The Executive Support Analyst will provide dedicated, technology, productivity, and collaboration support and services to Fidelity’s Senior Leadership team and Board of Trustees. As a member of the team, you must be adaptive to change, thrive in a constantly evolving agile organization, and be an advocate for your customers. If you have the experience, expertise and enjoy delivering for your clients, a career in High Touch Services at Fidelity may be right for you!

In this role, you will work with a team of dedicated executive support analysts providing rapid response support for senior leaders by:

  • Providing associate IT concierge level support and services for associates in the office, at home or on the road by resolving moderately sophisticated to highly complex technical issues and problems.

  • Providing remote and onsite board of trustee meeting support. Provide in room and virtual video conferencing support for meeting execution.

  • Balancing multiple requests and successfully adapt to change with short notice and a positive demeanor.

  • Actively collaborate with your peers and 3rd level support teams and across the organization to correct issues and identify innovative technology solutions.

  • Providing 24×7 after-hours support every 5th week as part of team responsibilities.

  • Support IT projects, including but not limited to annual hardware and software lifecycle activities, product testing, migrations and delivery, offsite event support, home office support, etc.

The Expertise You Have and The Skills You Bring

  • 3-5 years supporting end user platforms and tools, solve Windows 11, O365, MacOS, Zoom, iOS, virtual and cloud solutions.

  • Microsoft "Modern Desktop" certification preferred or within 12 months.

  • Demonstrate outstanding customer service, communication skills and executive presence.

  • Comfortable working directly with senior level executives. Demonstrate an ability to encourage trust and maintain confidentiality with your clients by delivering technical solutions using professional written and oral communication skills.

  • Highly proficient installing, resolving, and supporting Windows based laptops, MacBook’s, PCs, Azure cloud desktops, iPads, and business critical applications for Executives in large, multi-location, corporate environment via 1:1 desk side visit, phone, chat and/or remote.

  • Highly proficient supporting Windows 10,11, MacOS, Office365, Azure AD

  • Experience with Zoom video conferencing, providing in person multi-site video conferencing meeting support and hardware support.

  • Solid ability to support mobile devices iOS, iPadOS and Android operating systems.

  • Work independently, with minimal mentorship. Tackle key issues using partial or conflicting data and pattern recognition. Take a broad perspective on problems to identify and detail new, less obvious solutions.

  • Clear and innovative problem solver, with strong collaboration and communications skills.

  • Highly proficient with the following products and platforms: MS Intune, MS Azure, AWS, AD, O365, iOS, MacOS