Executive Support Analyst

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.

Responsibilities

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; Balance multiple requests and successfully adapt to change with short notice and a positive demeanor; Actively collaborate with peers and 3rd level support teams and across the organization to correct issues and identify innovative technology solutions; Provide 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

Requirements

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; Demonstrate outstanding customer service, communication skills and executive presence; Comfortable working directly with senior level executives; ability to encourage trust and maintain confidentiality 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

Nice to have

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 (a plus)

Benefits

Comprehensive health care coverage and emotional well-being support; market-leading retirement; generous paid time off and parental leave; charitable giving employee match program; educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career; bonus or other variable compensation