Senior Analyst

Job Description

NBCUniversal is one of the world's leading media and entertainment companies.
Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Job Description
The Senior Analyst is responsible for providing exceptional technical support for multiple business units that focus on digital applications in sports and technology within GolfNow, Youth & Recreational Sports and Fandango divisions that focus on B2B and B2C sales, application development, and content creation.
Daily tasks include end-user support, hardware/software maintenance, upgrades and configuration, application support and training, application administration, and first-level network and infrastructure support.
Candidates must possess knowledge of E-Commerce and production industries, excellent communication skills, the ability to work effectively under pressure, and creatively diagnose and resolve hardware, software, and network issues.

Responsibilities
• Primary position responsibility is all facets of end-user support.
• Develop and implement IT policies and procedures to improve support services.
• Collaborate with other IT professionals and departments for project management and problem-solving.
• Quickly respond to requests for technical assistance via multiple inputs/channels, including in person, phone, and electronically via remote access platforms to meet established SLA's.
• Follow standard Help Desk operating procedures; accurately resolve and document Incidents and Requests using ticket tracking software.
• Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources.
• Configure, support, troubleshoot and resolve issues associated with desktop and laptop computers, servers, printers, remote access, and file shares.
• Configure, support, troubleshoot and resolve issues associated with Microsoft 365 and other applications.
• Configure, support, troubleshoot and resolve issues associated with mobile devices such as smartphones, tablets, and MiFis.
• Configure, support, troubleshoot and resolve issues associated with smart devices, including TVs and set-top boxes such as Apple TV, Roku, and Amazon Fire.
• Configure, support, troubleshoot and resolve audio-visual and video conferencing equipment issues.
• Support, troubleshoot, and resolve issues related to network access, including physical cabling, utilizing appropriate systems and tools.
• Creating configuration and user documentation of supported applications and systems.
• On-Call support, which may include after-hours remote and on-site support.
Qualifications
Basic Requirements:
• Bachelor's degree from an accredited college; or related experience and/or training; or equivalent combination of education and experience.
• 3+ years of IT analyst experience in a fast-paced E-Commerce and production environment
• High level of experience with Microsoft Windows Operating Systems - Desktop and Enterprise Systems, e.g., Windows 11, Windows Server 2019 and 2022.
• High level of experience with Apple Operating systems, including terminal commands.
• High level of experience with Mobile Operating systems, including iOS and Android.
• High level of experience with Slack, Zoom and Microsoft Office O365, including SharePoint, and Power Automate (Flow).
• Working knowledge of networking architecture and VLANs.
• Ability to provide technical support over the phone, professional demeanor, previous customer service experience strongly desired.
• Good problem-solving skills: the ability to visualize a problem or situation and think abstractly to solve it.
• Ability to handle constantly changing traffic flow; remain productive during slower times and multitask effectively during busy times.
• Ability to work around problems and come up with creative solutions.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to exercise patience and professionalism during stressful situations.
• Excellent oral and written communication skills.
• Ability to work with or without direct supervision.
• Must be able to lift 50 lbs, reach, bend, stretch, stand, sit, twist, and stoop for extended periods of time.

Desired Characteristics:
• High level of experience with Smart Devices, including TVs and set-top boxes.
• Experience developing SharePoint and Power Apps/Power Automate solutions
• Knowledge of and experience utilizing shared file services – OneDrive, Dropbox, Box, FTP.
• Knowledge of and experience with Project Management software, including Microsoft Project and Planner.
• Knowledge and experience with DaaS and SaaS platforms.
Additional Requirements:
• This position is required to be performed full-time from an NBCUniversal-designated worksite.

Jobcode: Reference SBJ-6kkypj-216-73-216-0-42 in your application.