IT Support Specialist II

Responsibilities

• Implementing hardware and software installations for end-user equipment following established IT support procedures and supervisor guidance
• Supporting desktop, laptop, telephone and printer maintenance activities according to documented technical specifications and troubleshooting protocols
• Conducting basic network troubleshooting and connectivity testing while escalating complex issues to senior technical staff
• Participating in equipment moves and reinstallations while following proper handling procedures and coordinating with facilities teams
• Contributing to network backup processes and disaster recovery procedures under supervision of senior IT support staff
• Maintaining data security protocols and access controls according to established information security guidelines and supervisor direction
• Documenting technical issues and resolutions in the service desk system while following standard knowledge management procedures
• Delivering basic end-user training on hardware and software operations according to approved training materials and supervisor guidance
• Responding to service desk tickets within defined response times while prioritizing requests based on established guidelines
• Supporting after-hours maintenance activities and emergency response procedures according to defined IT support schedules
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.
• Employees at all levels are expected to:
• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.
• 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.

Requirements

• Customer Experience (CX), Technical Issues, Technical Support, Troubleshooting

Benefits

Additional Information

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast. Job Summary *** This is an in office role in Laurel, MD*** Solar Energy World-now a wholly owned subsidiary of Comcast Corporation-is one of the region's top‐rated, award‐winning residential solar installation companies, proudly serving Maryland, Virginia, Delaware, Pennsylvania, New Jersey, Florida, and Washington D.C. since 2009. As part of Comcast's rapidly expanding Energy Services business unit, Solar Energy World is backed by the full strength, resources, and long-term commitment of one of the most recognized companies in the world. Comcast has a proven track record of acquiring and scaling high‐performing businesses, and Solar Energy World is a key part of that vision. Together, we're expanding our reach while staying true to our core values of in‐house quality, integrity, and lasting value for every homeowner we serve-because tomorrow matters. This job provides technical support and maintenance for end-user hardware, software and network systems following established IT protocols. It implements standard troubleshooting procedures while escalating complex issues to senior staff. The job ensures reliable technology operations through systematic documentation and timely service desk response. Job Description

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