As a valuable member of our IT Workplace team, you'll play a pivotal role in providing technical support to internal users at Clarivate. Your responsibilities will include promptly addressing incidents and requests submitted by users via various communication channels, such as voice interaction, email, self-service tickets, and remote support. Aligned with our IT Workplace team, you'll deliver essential second-level technical assistance, aiding users in utilizing specific systems, software, and infrastructure while troubleshooting technical issues.

About You - experience, education, skills, and accomplishments

• Bachelors degree in computer science, Information Technology, or related field
• At least 1 year of experience working with Windows and MacOS operating systems, Microsoft Office Suite, and common business applications

It would be great if you also had . . .

• Must have foundational understanding of IT concepts and technologies.
• Participation in IT-related initiatives or clubs during college
• Demonstrated interest in technology through projects or extracurricular activities.

What will you be doing in this role?

• Respond to the issues reported by customers predominantly through voice(calls), email, self-help portals.
• Track, receive and process hardware shipments and returns in a timely manner. This can often require the ability to lift up to 50 pounds.
• Maintain accurate asset inventory records.
• Assist with onboarding and leaver fulfillment process.
• Document all support interactions, including issue details, troubleshooting steps, and resolutions, in the ticketing system.
• Collaborate with various IT teams and route tickets to relevant IT groups where applicable.
• Achieve high level of customer satisfaction by providing prompt, courteous, and professional support.
• Active participation in training sessions and workshops to enhance technical skills and stay updated on new technologies.
• Your expected interactions are within your own team and direct supervisor.
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work.
• Roles and responsibilities may be modified to align with the changing needs and priorities of the business.

About the Team

This position will be part of the Workplace Services team, providing IT support to our Clarivate Colleagues.  We are a large group of global IT support analysts, providing in office and remote support to help our employees stay productive.

Hours of Work

• Full time, permanent with core working hours between 8am - 5pm EST, with occasional early starts/late evenings as position requires
• Weekend or after-hour work may be required.
• In-office hybrid working model onsite 2-3 days/week
• Must be within a commutable distance to our Ann Arbor, MI office.

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled