Helpdesk Support Specialist

3 weeks ago

Concord, New Hampshire, United States Fidelity TalentSource Full time

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Helpdesk Support Specialist to work in Fidelity's Enterprise Technology Group in Merrimack, NH.

Team/Role

We are looking for a highly motivated individual to support our Asset Management' Quantitative Research and Investments (QRI) business and technology teams. The QRI Helpdesk is the main contact for QRI business for technology issues impacting day to day business operations.

In this role within Enterprise Infrastructure & Operations, you will be responsible for Level-1 Production Support which involves phone / email support, creation of tickets, providing first level of incident triage and working with multi-functional teams to mitigate the issue, performing start of day checks for critical applications & onboarding access for new business users.

The Expertise You Have and The Skills You BringBachelor's degree preferred in Computer Science, Information Systems, or related subject area. Experience supporting Asset Management and/or Investment Management Technology platforms and users preferred. Outstanding interpersonal skills – both written and verbal. Assumed here is the ability to discern when and how widely to communicate status updates (based upon the details of the incident and the business environment at the time). Experience driving major incidents involving multi-functional teams. Develop communications to keep the business and technology teams informed. Participates in root cause identification and problem management discussions. Experience with systems administration and managing physical and virtual desktops, active directory services, and cloud hosted services. Experience supporting databases, applications, and infrastructure in an AWS Cloud environment. Experience writing SQL queries and using any of the monitoring and alerting tools like Splunk, Dynatrace, DataDog, AWS Cloudwatch. Good understanding and working knowledge of ITIL framework and ITSM practices. Experience with reporting tools like Tableau or PowerBI. Continuous improvement practice – Find opportunities for improvements that drive efficiencies, improve customer experience & reduce risk to production. COVID Work Policy

Safety is our top priority. Once we can be together in person with fewer safety measures, this role will follow our dynamic working approach. You'll be spending some of your time onsite depending on the nature and needs of your role.

Dynamic Working – Post Pandemic

Our aim is to combine the best of working offsite with coming together in person. For most teams this means a consistent balance of working from home and office that supports the needs of your role, experience level, and working style.

Your success and growth is important to us, so you'll want to enjoy the benefits of coming together in person – face to face learning and training, quality time with your manager and teammates, building your career network, making friends, and taking full advantage of cultural and social experiences Fidelity provides for you.

Company Overview

Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity's U.S.-based regional and investor center locations. If you would like to experience Fidelity's supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at

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 TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at HR@ Information about Fidelity investments

At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: 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. For information about working at Fidelity, visit

Fidelity Investments and Fidelity TalentSource are equal opportunity employers.

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