Support Analyst Jobs in Massachusetts (NOW HIRING)

Note: Fidelity is not providing immigration sponsorship for this position.

The Role

Executive Support Analyst, High Touch Services

The Executive Support Analyst provides dedicated technology support and productivity services to Fidelity's Senior Leadership team and Board of Trustees meetings. 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!

The Expertise we're looking for...

• 5 plus years of broad enterprise technology support experience across end-user computing, collaboration tools, mobile devices, virtual desktops, cloud-based services, and business-critical applications.

• Strong hands-on experience troubleshooting and supporting Windows 11, Microsoft 365, macOS, iOS/iPadOS, Android, Zoom, Teams, Intune, Azure AD, virtual desktop platforms, and modern hardware.

• A bachelor's degree in computer science, information systems, information technology, or equivalent work experience preferred; Microsoft Modern Desktop, Endpoint Administrator, Apple, or related technology certifications are a plus.

The Purpose of Your Role

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

• Provide concierge level technology support and services for associates in the office, at home or on while traveling by resolving a wide range of complex technical issues quickly and professionally.

• Provide 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, integrations and delivery, offsite event support, home office support, etc.

• Role is required to be onsite in the Boston office.

The Expertise and Skills You Bring

• 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 supporting modern workplace technologies, including Windows 11, macOS, Microsoft 365, Azure AD, Intune-managed endpoints, Azure cloud desktops, laptops, MacBooks, iPads, mobile devices, collaboration tools, and business-critical applications across multiple sites and environments.

• Experience supporting AV and hybrid meeting technologies, including Zoom Rooms, Teams-enabled meetings, conference room hardware, audio/video peripherals, screen sharing, camera and microphone setup, and live executive meeting support.

• Expert proficiency in support of mobile devices iOS, iPadOS and Android operating systems.

• Ability to work independently, address 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.
  

The Value You Deliver

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

How Your Work Impacts the Organization

Associate IT provides workplace solutions for all Fidelity associates including personal/mobile computing, voice, video, messaging, and collaboration technologies. 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.

Fidelity's Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.