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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # End User Support Technician - **Company:** FIDELITY LLC - **Location:** Covington, KY, United States - **Experience:** Experienced - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Wireless LAN, Active Directory, Macintosh Computers, Apple IOS, Desktop Computing, Microsoft Office, Microsoft Operating Systems, VMware VSphere, Network Routers, Microsoft InTune, Computer Equipment, Deployment Automation, Casper Suite, Cisco - **Published:** July 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=384a8448c437a66e ## About the Role * Proficient in use of device building/service tools- Microsoft Autopilot, Active Directory, Intune vSphere, JAMF * Knowledgeable of basic networks topology, switches, routers, etc * Proficient supporting hardware and software on Windows OS & MAC IOS devices * Properly prioritize daily activities and handle time appropriately - Maximize daily activities to gain maximum customer benefit * Strong written and verbal communication skills * Ability to think independently, organize, prioritize, multitask and execute on assignments * Develops and enhances customer relationships * Exhibits positive attitude, works well with other team members, business partners, can do attitude, * Associate degree or equivalent with 2-3 years knowledge of computer hardware, operating systems, and network WLAN/LAN support * Industry acknowledged certificates such as CompTIA A+ , Network +, Google IT Support, or Cisco CCNA are a plus. ## Description This End User Support Specialist position provides end-user technology support for the Fidelity Investments Covington, KY location. Fidelity has over 70,000 associates across multiple US locations. This job role is 100% onsite and the support ratio is 1000 associates to 1 End User Support role. This support role provides technology support for computers, monitors, printers, phones, accessories, and audio/visual equipment. Troubleshooting includes Microsoft Operating Systems, MS Office applications, MAC IOS support, and many other external and internally built applications., * Support and maintain fleet of laptops, monitors, cameras, docking stations, printers, telephony * Analyze and resolve end-user hardware, software and connectivity issues * Provide support and set up for video conference events * Leverage telemetry tools such as NexThink to quickly resolve technical issues * Perform routine deskside surveys to ensure all work locations are setup with the standard equipment * Work in a change-controlled environment * Deliver outstanding Customer Service by utilizing a high level of interpersonal skills to understand the problem, implement solutions, and provide closure to end-user's issues. Customer Satisfaction Target is a 4.7 out of 5 based on customer surveys * Troubleshoot complex issues in a 1:1 walk up, scheduled visit or via a deskside visit while providing positive customer experience * Meet Service Level Targets - Timely and accurate execution of service requests & incident tickets. Minimum 8 tickets per day - Incidents ticket closure targets 75% 1st day, 90% 3rd day, 100% 10 day for all service requests * Implement internal reporting processes, logistics processes and escalation procedures that fall under internal Audit controls * Configure workstations for new users and upgrades existing equipment and software * Configuration/reconfiguration of hardware, including workstations and printers * Work closely with peers and team members to quickly resolve issues. * Identify, troubleshoot, and diagnose issues * Differentiate between hardware and software problems and apply appropriate solution * Support work outside of regular hours in order to accommodate business needs * Accommodate rapidly changing requirements and non-standard requests once approved * Participate in a scheduled OnCall rotation. OnCall support is provided 365 days a year. The required response time to call out is 30 minutes. 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