Veritude is currently hiring for a Help Desk Specialist in Westlake, Texas at Fidelity Investments.
The Help Desk Specialist will provide technical support to end users, Fidelity Associates, on a variety of issues via telephone and email/chat channels. They will identify, research and resolve technical problems utilizing effective tracking and monitoring technical tools and support documentation to ensure timely resolution.
• Diagnose and resolve technical hardware and software issues
• Research issues using available information resources
• Advise users on actions taken
• Document all help desk interactions in the appropriate ticketing tool Identify and escalate situations requiring urgent attention
• Track and route incidents and requests to appropriate groups and document resolutions
• Inform Techworks management of recurring problems Remain current with system information, changes and updates
• Associates degree/technical certification or equivalent work experience preferred
• Working knowledge of fundamental operations of Windows, Microsoft Office, Apple/MAC, and other emerging technologies
• Knowledge of relevant ACD telephony systems & mobile device experience
• Remote/VPN technologies Experience in industry customer service best practices & supporting a corporate environment
• Related experience and training in troubleshooting and providing Help Desk Support
• Proficient typing skills and ability to type a minimum of 45 wpm
• Training will be conducted 8a-5p, Monday – Friday for 2-3 weeks.
• Afterwards, shifts may vary.
• For the first 90 days on assignment, you will be on a probationary period.