IT Support Analyst - Xfinity Mobile Arena

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You'll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)
Job Summary
The Desktop Support Analyst 2 is responsible for ensuring the effective operation, support, and maintenance of desktop systems and IT assets across Comcast Spectacor entities. This role provides advanced technical support to end-users, resolves reported issues to the helpdesk and plays a key role in shaping the IT user experience. The Analyst delivers white glove service across the enterprise, ensuring seamless technology interactions for all users. Key responsibilities include hardware and software troubleshooting, integrated application support, technical onboarding assistance, and asset management. Success in this role requires strong problem-solving skills, excellent communication abilities, and a solid understanding of desktop technologies and IT service delivery.
Job Description
Key Responsibilities

• Provide technical support to Comcast Spectacor employees and vendors experiencing issues with endpoints and associated applications on the Comcast Enterprise Network and Spectacor Arena Network.

• Responsible for issue intake via phone and email for all technical issues reported by Comcast Spectacor. Responsible for proper documentation, routing and, when applicable, resolution of the issue.

• Create technical and end user documentation for common issues.

• Deliver white glove support to end-users, ensuring high-quality service and responsiveness.

• Manage IT assets, including inventory tracking, procurement coordination, and lifecycle management.

• Collaborate with cross-functional teams to ensure seamless integration of desktop systems, enterprise applications, and network connectivity support.

• Maintain accurate documentation and contribute to continuous improvement of support processes.

• Support and manage user accounts via Active Directory and Azure.

• Participate in IT projects such as system upgrades, migrations, and deployments.

• Coordinates with vendors for hardware parts/repairs/replacements.

• Collaborates agents, both internal and external, to resolve issues.

• Provides consultation services for users with problems or new tasks and formulates solutions.

• Support and troubleshoot company compliance and hardening policies on company devices such as iOS, Windows, and Mac OS devices.

• Participate in on-call rotation for after-hours support.

Preferred Skills & Qualifications

• Certifications such as CompTIA A+, Network+.

• Basic understanding of networking concepts including TCP/IP, DNS, and DHCP.

• Strong customer service orientation and communication skills.

• Experience with enterprise IT environments and support tools.

• Ability to work independently and collaboratively in a fast-paced environment.

Other duties and responsibilities as assigned.
Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), as necessary.
Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Skills:
Problem Resolution; Collaboration; Teamwork; IT Troubleshooting; Technical Issues
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That?s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality ? to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Education
Associate's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
2-5 Years