Desktop Systems Specialist I

About InterDigital

InterDigital develops fundamental wireless technologies that are at the core of mobile devices, networks, and services worldwide. We solve many of the industry's most critical and complex technical challenges, providing solutions for more efficient broadband networks and a richer multimedia experience years ahead of market deployment. InterDigital has strategic relationships with many of the world's leading wireless companies. Founded in 1972, InterDigital is listed on NASDAQ and is included in the S&P SmallCap 600 Index.

Job Summary

Provides end-to-end technical support and service to end users related to network infrastructure, internal desktop, productivity and collaboration tools, and business applications. Installs, configures, repairs and/or troubleshoots desktop systems and network issues in a heterogeneous environment. Participates in the development of Information Technology and infrastructure projects. Assists with the conduct of training programs to end users on basic or specialized applications or systems.

Job Responsibilities

• Responds to Help Desk issues and documents resolution and any pertinent information. Coordinates with IT staff to take appropriate action either by phone or on-site as necessary to address day-to-day problems for resolution. May require assistance for more complex problems and for administrative projects.

• Provides desktop hardware and software support to all corporate users.

• Install,configureand troubleshoot problems associated with desktop systems including PC's, laptops, printers, network interfaces, cabling, docking stations and peripheral components such as displays, keyboards, printers, UPS and disk drives. Coordinates servicing with vendor as required.
• Install,configureand troubleshoot standard software applications in support of corporate users including but not limited to Microsoft Office suites, browsers, remote access, readers and viewers. Build packages and deploy through current standardized process.

• Maintains user accounts,passwordsand Group Policy Objects in Active Directory
• On-Call responsibilities as required or assigned to meet support needs.

• Supports and maintains effective relationships with users
• Provides phone system (PBX, voicemail, phone) and/or video conferencing support to all corporate users

• Maintains video conferencing equipment or phone systems and supported cabling.

• Assists with daily support and maintenance of backup operations as needed
• Performs printer support and maintenance

• Performs desktop operating system installations
• Assists in the implementation of preventive maintenance plans for all equipment.
• Assists in the on-going development of customer service standards. Supports and responds to meet established service standards.
• Maintains computer supplies for desktop support and updates inventory in coordination with IT Administrator or Coordinator.
• Configures and troubleshoots remote access including:

• VPN clients
• Mobile devices
• RSA tokens or other devices

• Serve as a backup to Systems Administrator as required.
• Responsible for compliance with related IT regulatory requirements.

• Reports observed security policy violations to the Information Security Officer
• Collaborates with and supports other InterDigital sites when required.
• Tracks and reports all open and closed incidents with performance metrics to leadership teams.

Planning and Project Management:

• Identify need for new desktop products or upgrades
• Identify need for new phone system or video conferencing products or upgrades
• Assist with research and evaluation of new desktop, phone system or video conferencing products for purchase
• Write or review documentation including work instructions or guides.

• Proactively learns and trains other staff members on new product and service technologies

Qualifications:

• Bachelor's Degree in information systems or related field
• A+ Certification a plus
• Microsoft Education a plus.
• One year certificate from college or technical school with training in PC hardware, network management or electronics required; or two to three years related experience and/or training; or equivalent combination of education and experience.
• Ability to read and understand technical or procedural manuals or documentation
• Excellent technical knowledge of desktop hardware and operating systems
• Excellent technical knowledge of Microsoft Office suite applications and Office 365
• Familiarity with ServiceNow preferred
• Familiarity with ITILv3 or related service delivery frameworks
• Strong customer service orientation
• Experience supporting a global user community remotely preferred
• Strong written and oral communication skills.
• Strong analytical andproblem solvingabilities.
• Self motivatedwith the ability to effectively prioritize tasks and/or projects
• Ability to prioritize and quickly resolve issues
• Ability to contribute and perform in a team orientated environment

Working conditions:

• Travel: 0-10%
• Lifting: 0-50lbs
• Other: Computer work for long periods of time

Location:Conshohocken, PA with periodic travel to Wilmington, DE

InterDigital is an equal employment opportunity employer. InterDigital will not engage in or tolerate unlawful discrimination with regard to any employment decision, policy or practice based on a person's sex, gender, pregnancy (including childbirth, breastfeeding and related medical conditions), age, race, color, religion, creed, national origin, ancestry, citizenship, military status, veteran status, mental or physical disability, medical condition, genetic information, sexual orientation, gender identity or expression, or any other factor protected by applicable federal, state or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, compensation, benefits, training, assignments, evaluations, coaching, promotion, discipline, discharge and layoff.