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Technical Support Analyst


Universal City, CA
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Job Details

Company NBC Universal

Job Title Technical Support Analyst

Jobid 23768-365453

Location: Universal City, CA, 91608, USA

Description **Job Number** 33048BR

**Job Title** Technical Support Analyst

**Business Segment** Operations & Technical Services

**Sub-Business** Technology

**Posting Category** Technology/Engineering

**About Us** NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. 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.

**Career Level** Entry-Level

**Country** United States

**State/Province** California

**City** Universal City


The Technical Support Analyst serves on a Client Services team that is aligned with our Universal Studios Hollywood business and handles the day to fulfillment of computer and mobile device related questions and incident solving. Specific responsibilities include:

+ Provide end user workplace support including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals.

+ Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or CS Director (AND act as liaison between client and Subject Matter Expert until ticket is closed).

+ Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, etc. PC refresh vs. New Hires.

+ Brainstorm workplace solutions where standard offerings are not available and collaborate with technical lead to create a proposal.

+ Conduct PC refresh pre-site surveys to identify requirements for any hardware or software procurement

+ Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Director.

+ Assist with troubleshooting by partnering with other IT teams across the organization (Business Technology, Infrastructure, etc).

+ Study new workplace technologies and attend/recommend training where needed (with CS Director). Reference training plan.

+ Provide feedback from end users to their Client Services Director

+ Share/Blog issues/resolutions with other CS teams (and enterprise teams as needed). Reference the blog

+ Maintain understanding and provide soft support of BTG systems used by business and owned by the BTG team (share information with CS team).

+ Additional duties as assigned


+ Minimum 2 years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment

+ Good knowledge of LAN/WAN protocols and configuration requirements

+ Strong knowledge of Windows 7 and Mac OS.

+ Good knowledge of iPhone/iPad, Android, Windows Mobile and Blackberry operating systems.

**Desired Characteristics**

+ Integrity: Do the right thing and treat people right

+ Creativity: The environment and resources to dream new dreams

+ Teamwork: We're smarter and more dynamic together

+ Pioneering Spirit: The drive to invent the future

+ Ownership: Act like an owner, not a renter

We are an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. Clickto view the NBCUniversal Candidate Privacy Statement.

The NBC Owned Television Stations create and distribute engaging content that connects with a valuable audience in 10 major markets across the country. Our content platforms include: NBC Stations broadcast and COZI TV, station websites, digital out-of home, and mobile.  Through our local news operations, our lifestyle production arm LX.TV, and our local sales marketing and production teams, NBC creates content that connects communities with the people, events, and issues they care about most.

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