Executive Support Analyst

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 and 3rd level support teams 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 annual hardware and software lifecycle activities, product testing, integrations, delivery, offsite event support, home office support, etc.

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.
• 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.
• Role requires onsite presence in the Boston office.

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 through professional written and oral communication.
• 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 supporting mobile devices with iOS, iPadOS, and Android operating systems.
• Ability to work independently, address key issues using partial or conflicting data, and recognize patterns.
• Clear and innovative problem solver with strong collaboration and communication skills.

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.

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