Analyst, TechEx

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation. 

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

The Technology Experience (TechEx) Deskside Analyst role is an exciting opportunity to be a part of the NBCU Global Support Team. The position is based at our NBCUniversal local TV stations site in Washington, DC.

The role is 1st/2nd line deskside support break/fix. It demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded. This is a technical role requiring expert knowledge of the core Microsoft O365 products and experience in laptop/desktop/Mac and Mobile. This position would suit self-starters excited about technology and able to find answers to resolve complex technical issues.

This role reports into the Service Delivery Manager for Owned Stations. While operating as the single representative for Technology Experience at the site, the successful candidate will have local colleagues supporting other elements of the broadcast technologies within the locale.

YOUR DAY TO DAY: 

• Break/Fix support of IT issues
• Configure, install, monitor, and maintain client desktop software and hardware; support mobile workforce
• Provide on-the-spot training to end users on all system related needs
• Deliver exceptional customer service
• Understand Team targets and deliver to them
• Identify process improvement opportunities and feedback to the management team
• Collaborate where required on service improvement plans and operational projects

Qualifications

• Experience with common technologies including Windows, OSX, Office 365, AD, mobile, etc.
• Relevant IT support experience
• ServiceNow or similar ticketing software experience
• Experience in performing and managing clearly defined SLA targets

Preferred Qualifications:

• Someone who genuinely puts their customer first
• A team player who acts in the interest of all
• A passionate and motivated individual
• Awareness of ITIL fundamentals
• An excellent communicator, able to confidently communicate in person with customers
• Someone who can balance the requirements of a high demand / high criticality environment

Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.

This position is eligible for company-sponsored benefits, including medical, dental, and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.

Salary range: $65,000 – $80,000

Additional Information

NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing AccessibilitySupport@nbcuni.com.

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