Desktop Support Analyst - (US-MA-Chelmsford - 01824)

Minimum Education: High School
Jobcode: 30665392_183001640
Email this job to yourself or to a friend

The IT Field Support Analyst is an integral member of the IT Team. They ensure that end users have the support necessary to have computer & telecom resources in working order.
Reporting to the IT Manager, this position is responsible for providing Level II hardware and software support to computer/telecom/call center technology users.

• Resolve moderate to advanced user Request and Problem tickets of hardware and software, keep all tickets accurate with up to date information, ticket status, work in progress and resolutions (40%)
• Work on Manager assigned projects (20%)
• New setups and installations of hardware, and software for end users (20%)
• Meet Divisional & Regional business objectives such as desktop maintenance, phone maintenance, upgrades, software and hardware rollouts (10%)
• Assistance in Inventory Management (10%)


Punctual, regular, and consistent attendance.

Required Skills:
Job Experience:
• Minimum of 2-3 year experience troubleshooting computer hardware, software and peripherals in a Windows 9x/NT/2000/XP network environment. Must be familiar with telecom systems and adjunct applications such as call center support technologies.

Job Skills:
• Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles.
• Working Knowledge of Windows-based operating systems is required – WIN2K/WINXP.
• Knowledge of hand held devices; Blackberry, Palm Pilots, Scanners and Symbol Devices.
• Microsoft Server Administration experience working in a Microsoft Exchange and Active Directory structured environment.
• Microsoft Office 2K/2003/XP application knowledge.
• Moderate to advanced computer/printer troubleshooting skills, with the ability to distinguish between hardware and software problems.
• Working knowledge of Billing Systems including CSG and Icoms
• Working knowledge of phone systems (key systems, PBX/ACD technologies).
• Experience in a call center environment, including agent support & administration.
• Moderate to advance understanding of LAN/WAN networking technologies.
• On-Call Rotation Responsibilities.
• Travel between support sites required.

• High School diploma or GED is required, though a 2 year degree in a computer related field is preferred.

Certificates/Licenses:
• A+ certification.
• Microsoft certified Professional (MCP) or Microsoft Certified Desktop Support Technician (MCDST) is preferred but not required
• Network essentials N+ preferred
• Telecom vendor certification (Avaya, NEC, other) is preferred.

• The ability to lift equipment up to 60 pounds.

Comcast is not accepting unsolicited assistance from search firms for this employment opportunity.  All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means