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.