- Entry level
- No Education
- Salary to negotiate
- DALLAS FORT WORTH, TEXAS UNITED STATES
Technical Support Analyst
Owned Stations & Affiliate Relations
Job Duties This position will report to the Engineering Manager. The Technical Support Analyst is a full-time position within the Technology & Operations Department responsible for providing front line primary technical support to end users on various technical issues and problems relating to the critical infrastructure, field gear, hardware, software and peripherals that our customers use within our mission critical, multi-tenant broadcast & IT environment. The position will also respond to, document and resolve tickets in a timely manner according to SLA policies. The role requires that you possess the necessary self-discipline to take ownership and responsibility for delivering high quality and timely front-line systems support for all our internal customers. The role will suit individuals who are customer focused, multi-disciplined and able to quickly pivot from one challenge to the next. You'll be working with a very talented and experienced team, so if you want to learn and grow, this is a good role for you. This is a great opportunity to apply your IT background to the media & entertainment industry, while learning how to support the system we rely on daily.
Provide end user workplace support including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, smartphones, tablets, peripherals and virtual desktops.
Monitor ticket queues (using Freshdesk), troubleshoot and resolve assigned hardware, software and LAN/WAN tickets.
Fulfill Service Requests such as workstation moves, cabling, hardware & software installations, equipment configuration changes and equipment maintenance.
Assist in managing Windows Server 2008- 2016, Linux Servers, configurations, security patches and applications.
Create Active Directory computer and user accounts.
Provide support for VPN connectivity via Cisco VPN client and RSA token
User admin for Cisco Unity IP phone system
Communicate plans, progress, and issues in a timely manner.
Participate in on call rotation, possibly providing after-hours support to customers and equipment.
Document, track and monitor all problems and requests to ensure a timely resolution.
Provide support for deployed infrastructure as needed by liaising with vendors and other engineering personnel for problem resolution. Escalate issues as needed to vendors or engineering personnel.
Promote the use of key support documentation processes and the transfer of knowledge within the Engineering team
Produce work that is consistently professional, reliable and detail oriented.
Other duties as deemed necessary
Associates degree in a relevant area of study or 1-3 years of experience providing technical support.
Comprehensive knowledge of operating systems and office productivity software (Preferred: Microsoft Windows, Microsoft Office, SharePoint, and Adobe Acrobat)
Additional Job Requirements
Interested candidate must submit a resume/CV through www.nbcunicareers.com to be considered
Must be willing to work in Ft. Worth, TX near the DFW airport
Willingness to travel and work outside standard hours, and on weekends with short notice
Must have unrestricted work authorization to work in the United States
Must be 18 years or older
Ability to lift and carry 35+ pounds of gear
Must be covered by Solutions, NBCU’s Alternative Dispute Resolution Program
Bachelor’s Degree in Information Technology or related field
Bilingual (English/Spanish) a plus
Ability to read system documentation (Visio, ACAD).
Must be keen to learn and develop new skills
Ability to work on own initiative
Excellent organization, collaboration, communication and problem-solving skills.
Ability to communicate effectively with management and all levels of the customer’s organization to identify needs, evaluate solutions, identify opportunities for improvement and build customer relationships.
Familiarity with WAN devices, circuits, cabling and voice communication.
Working knowledge of operating endpoint management tools (Preferred: SCCM)
Experience using IT Service Management software (Preferred: Freshdesk or ServiceNow)
Desired Professional Certifications: MCSE, MCITP, A+, Security+ and/or Network+
Sub-BusinessNBCUOTS - KXAS
CityDallas - Fort
About the company
NBCUniversal is where opportunities are found and careers are made. From the front lines to the top executive roles, we make it easy for potential candidates to explore opportunities and find the right fit with our team.