Lead 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 Operations & Technical Services Deskside Support department is seeking a Technical Lead IT Analyst to provide technical coaching to Technical Support Analysts and coordinate workplace knowledge sharing including issues & resolution, upgrades/patches, and modern technologies; Execute on technical training plan for each analyst with Manager. Lead Analyst will receive daily technical escalations from Deskside Support team members. This position will support the Universal Studios Hollywood Theme Park and CityWalk businesses. 

Lead Responsibilities

• Own high priority and complex workplace issues through resolution; Share results with the USH Deskside Support Manager and when appropriate communicate with Client and technology teams.
• Develop best practice procedures for USH Deskside Support Team – Based on client requirements and company policies, develop new ways to accomplish tasks and improve procedures within the Deskside support group.
• Disseminate information – Facilitate communication between the technology organization and supported businesses by providing pertinent information to USH Deskside Manager. Attend technical meetings and provide feedback to the USH Deskside Support Team regarding modern technologies, upcoming initiatives, and technology project status.
• Maintain strong relationships with NBCUNI and Universal Parks & Resorts technology teams – Build and maintain a trust relationship with sister technology teams.
• Partner with Workplace Technology team to: 
  • • Maintain knowledge of workplace technologies and changes to existing (i.e., Windows, O365, iOS, and Mac OS). 
    • Create a training plan for USH Technical Analysts, which requires training from CBTs and Classes Etc.
• Collaborate with peer departments (Messaging, Information Security, Collaboration, Etc.) on solutions to complex issues. Point person for application owners regarding system/workplace compatibility questions.
• Provide feedback loop to Workplace Technology Team for anomalies and inconsistencies.
• Provide workplace tool recommendations where standard workplace offerings do not meet business needs (engage Workplace Technology for brainstorming as needed).
• Assist USH Deskside Support analysts with load balancing tasks or escalations when not attending to one of the above tasks.
• Provide feedback from end users to Manager of USH Deskside Support
• Support of USH Theme Park and CityWalk executives with their IT needs and coordinate with others in Technology to fulfill requirements with utmost urgency, professionalism, and care.
• Provide on-site coverage during normal business hours as well as on call support which could occur before/after normal working hours, including all major US and NBCU observed national holidays.
• Perform installation, configuration, and upgrade of desktop, mobile, telecom, network and video conferencing systems hardware and software.
• Identify and implement procedures to limit downtime, maintain a stable technology environment for key company executives. Documents processes and monitors systems. Investigates causes and implement solutions.
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions.
• Evaluate the configuration of desktop and other system computers and software and leads in new re