Executive Support Analyst, High Touch Services

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 24x7 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

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

Join Us

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.