Desktop Support Technician

Clarivate Analytics - Philadelphia, PA3.6

30+ days ago
Clarivate Analytics clients are the trailblazers and risk takers who come up with life-changing ideas. We’re looking for our own trailblazers to help us keep providing clients some of the world’s most trusted brands, spanning scientific and academic research, patent analytics, pharmaceutical and biotech intelligence and IP management.

We’re an independent owned company with a rich heritage and a bold entrepreneurial mission. If you’re excited by the thought of helping people and organizations go from new ideas to life-changing innovations faster, we’re excited to consider you for a position at Clarivate.

Desktop Support Technician Job Description & Core Responsibilities

Responsible for system installation, configuration, troubleshooting, and management of various Windows (Windows 7 and/or 10) and/or Apple applications and systems. Resolves routine desktop Employee incident tickets and is responsible for imaging, deploying, and maintaining respective desktop environments.

General Responsibilities

Performs technical tasks such as installing, configuring, maintaining, troubleshooting, and repairing of desktop hardware, software, wireless, printers, related peripherals, mobile devices, videoconference equipment, etc.
Able to work effectively under deadlines in a fast-paced and changing environment supporting roles from Employees to Executives while delivering exceptional service
Strong diagnostic and problem solving skills
Assist with project implementation across business units
Assist in computer, monitor, telephone and other desktop equipment moves as needed
Be able to perform support functions within AD, Exchange, O365 tools, Imaging, etc.
Support other corporate desktop applications such as VPN, Multi-Factor Authentication, SSO, etc.
Procure and/or install requested hardware and software in a timely basis and ensue new hires, transfers, etc., are provisioned with necessary equipment
Have an understanding and be able to manage software licensing
Create processes and KB documentation for Service Desk to improve Employee support
Provide support to internal teams (Desktop Engineering, Enterprise Application, and Networking Engineering teams, etc.) and develop processes for escalating appropriate issues
Provide remote/smart hands assistance for network, application, and/or production onsite systems
Transition Tier 1 task from Site Support to the IT Service Desk and provide appropriate training to the IT Service Desk as needed
Maintain a secure and safe environment by ensuring all security patches and new anti-virus definition files are deployed to all workstations Do necessary remediation as necessary
Must be able to respond to security threats in the environment and assist with any remediation
Performs various audits including local admin audit, deletion of terminated user’s equipment, switch capacity, inventory, etc.
Prepare necessary equipment and files for company All Hand meetings running preliminary tests prior to the event to ensure that everything is in working condition
Keep asset inventory management system up to date
Ensure server room and IDF rooms are clean and orderly
Strong organizational skills and attention to details
Excellent communication, teamwork and customer service skills
Weekend or after hours work may be required to support business functions
Other duties as assigned

Experience / Education

1-5 years of experience working with Windows XP, 7, 8 & 10 workstations including experience with Windows Server 2003/2008 and Exchange 2007
Familiarity of corporate applications such as SSO, collaboration, cloud, Office 2010 to 2016, Office 365, Multifactor Authentication, VDI, etc.
Knowledge of Microsoft and other Enterprise management tools such as Active Directory, Exchange, SCCM, DNS, GPO, and TCP/IP, Intune, JAMF, MDM technologies, etc.
Knowledge with Cisco VoIP products such as Cisco IP Phone

Physical Demands and Work Environment:
Representative of those that must be met by an employee to successfully perform the essential functions of this job Must be able to operate a PC and sit for extended periods of time Able to lift and move 20 lbs.
Able to crawl under desks and tables to connect lines and cables
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.