Executive Support Analyst

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

About the Role

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 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, 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, etc.

This role is required to be onsite in the Boston office.

Requirements

• 5+ 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.

Skills

• Outstanding customer service, communication skills, and executive presence.
• Comfortable working directly with senior-level executives.
• Ability to encourage trust and maintain confidentiality with clients by delivering technical solutions using professional written and oral communication skills.
• Highly proficient in 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.
• Clear and innovative problem solver with strong collaboration and communication skills.

Impact

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.

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.

Schedule

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. This role requires 100% onsite presence in the Boston office.

Pay

The base salary range for this position is $80,000–$153,000 per year. 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.

Benefits

• Comprehensive health care coverage and emotional well-being support.
• Market-leading retirement benefits.
• 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.