We are in search of an End User Support Technician at Fidelity Investments. This position will be based in Covington, KY.

We are looking for highly motivated customer facing mobile desktop support technician that has great customer service and communication skills (oral and written), who will support all aspects of the mobile device environment.  This position supports our facilities in the Covington campus. This position is very customer focused and operates in a high paced environment.   

Primary Responsibilities

• Responsible for processing order requests, interacting with the wireless vendors on behalf of the firm's associates, and assisting in troubleshooting technical issues with corporate and BYOD mobile devices. 
• Will also have responsibilities for reporting and analysis based on carrier usage and other metrics used for Senior Management updates. 
• Other regional duties may be assigned to assist associates in the Covington area.

• Support critical Service Level Agreements with timely and accurate execution of support requests via ticketing systems
• Works with technical/development staff and customers to identify problems, manage their resolution and provide timely and accurate escalation/reporting to management
• Must document tickets properly and ensure related paperwork is completed for proper asset tracking
• Document processes & procedures, identifying process gaps and problem prevention opportunities, working cross-departmentally to resolve them
• The hours for this position are 8-5 with occasional project work outside of normal business hours 
• Candidates must be willing to work in a ''do what it takes'' support environment