Desktop Support Representative Senior

Fidelity Information Services Milwaukee , WI 53201

Posted 6 months ago

Who Are We:

FIS connects consumers to their money through leading-edge payments solutions. We're the development engine of FIS: the largest, Fortune 500, Fintech company in the world. Our solution is branded by our customers banks and retailers so you might not have heard of us. But, if you've used a mobile banking app, interacted with an ATM, or used a debit card to complete a financial transaction, you're most likely using FIS software. Our product is one that touches the average consumer on a regular basis, and makes the financial world go 'round.

Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company, ranked 392 on the Fortune 500 list and is a member of Standard & Poor's 500 Index. Named a 2016 "World's Most Admired Company" by Fortune Magazine.

About the team:

The IDTS Americas Desktop support provides local and regional support to various end users throughout FIS. We are looking for a talented individual who can adapt to the ever changing IT field, as well as think quickly to resolve any issues that arise through the course of the day.

Job Description:

The Technical Support Representative will provide Tier II support and maintenance within the organization's desktop computing environment. The successful candidate will provide professional, prompt customer support within a very demanding and sometimes high pressure environment. Excellent communications skills is a must. Availability to work after hours and provide on-call support as necessary.

General Duties & Responsibilities:

  • Ensure compliance with corporate initiatives and standardization projects.

  • Ensure compliance and adherence with hardware and software inventory within Corporate Asset Management System.

  • Provide Desktop, Laptop, Tablet, and Mobile device support.

  • Provide Windows 7 and Windows 10 OS, and macOS support.

  • Thorough understanding of Active Directory.

  • Experience in maintenance and support of various Video Conference Systems

  • Provide end user assistance for Microsoft Office 2016/365

  • Windows Patching and Security Updates are applied.

  • Documentation of systems/software/procedures/facilities

  • Prioritize and schedule ticket queue. Escalate problems (when required) to the appropriately experienced technician or management.

  • Where required, administer and resolve issues with associated end-user workstation networking software products.

  • Receive and respond to incoming calls, tickets, and/or e-mails regarding users issues.

  • Test fixes to ensure problem has been adequately resolved.

  • Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.

  • Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

  • If necessary, liaise with third-party support on desktop, laptop, and mobile devices with equipment vendors.

  • Must be a problem solver, able to multi task and think on the go.

Educational Requirements:

Bachelor's degree in computer science or information systems or the equivalent combination of education, training, or work experience.

General Knowledge, Skills & Abilities:

  • Knowledge of FIS' products and services

  • Knowledge of financial services industry

  • Excellent customer service skills that build high levels of customer satisfaction for internal and external clients

  • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors

  • Willingly shares relevant technical and/or industry knowledge and expertise to other resources

  • Excellent analytical, decision-making, problem-solving, team, and time management skills

  • Ability to persuade and influence others on the best approach to take

  • Is resourceful and proactive in gathering information and sharing ideas

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Desktop Support Representative Senior

Fidelity Information Services