About the Company
Fidelity Investments is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing, and other financial products and services to more than 40 million individuals, businesses, and institutions. With a commitment to innovation and customer success, Fidelity is dedicated to helping people live better lives. We foster a culture of growth, learning, and continuous improvement, supporting our associates as they develop their careers.
Job Description
Are you a problem-solver with excellent communication skills, looking to start your career in IT support? Fidelity Investments is seeking a dedicated and enthusiastic Helpdesk Assistant to join our fully remote team. This is a chat-based role where you will provide technical assistance and support to internal users, ensuring smooth operation of their IT systems and equipment. No prior IT helpdesk experience is required; we provide all necessary IT equipment and comprehensive training to set you up for success. If you are tech-savvy, eager to learn, and passionate about helping others, we encourage you to apply!
Key Responsibilities
- Provide first-line technical support to internal users via chat, resolving IT-related issues efficiently.
- Troubleshoot common software, hardware, and network problems, guiding users through solutions.
- Escalate complex issues to senior support teams when necessary, ensuring clear documentation.
- Maintain accurate records of all support interactions and resolutions in our ticketing system.
- Assist with basic account management, password resets, and software installation guidance.
- Contribute to the creation and maintenance of a knowledge base for common technical issues.
Required Skills
- Exceptional written communication skills and a friendly, patient demeanor.
- Strong problem-solving abilities and a logical approach to technical challenges.
- Basic familiarity with Windows or macOS operating systems and common office applications.
- Ability to learn new software and systems quickly.
- Reliable internet connection and a quiet home office environment.
- High school diploma or equivalent.
Preferred Qualifications
- Previous customer service experience (any industry).
- A genuine interest in technology and IT support.
- Experience with chat-based communication platforms.
- Relevant certifications (e.g., CompTIA A+, Google IT Support) are a plus, but not required.
Perks & Benefits
- Competitive hourly pay with opportunities for growth.
- Comprehensive health, dental, and vision insurance.
- 401(k) matching and retirement planning assistance.
- Paid time off and holidays.
- Fully remote position – work from the comfort of your home.
- All necessary IT equipment provided (laptop, monitor, headset).
- Extensive training and professional development programs.
- Employee assistance program and wellness initiatives.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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