IT Support Specialist II

Job SummarySolar Energy World—now a wholly owned subsidiary of Comcast Corporation—is one of the region's top-rated, award-winning residential solar installation companies. This in-office role in Laurel, MD provides technical support and maintenance for end-user hardware, software and network systems following established IT protocols. The job implements standard troubleshooting procedures, escalates complex issues to senior staff and ensures reliable technology operations through systematic documentation and timely service desk response.Job DescriptionImplementing hardware and software installations for end-user equipment following established IT support procedures and supervisor guidanceSupporting desktop, laptop, telephone and printer maintenance activities according to documented technical specifications and troubleshooting protocolsConducting basic network troubleshooting and connectivity testing while escalating complex issues to senior technical staffParticipating in equipment moves and reinstallations while following proper handling procedures and coordinating with facilities teamsContributing to network backup processes and disaster recovery procedures under supervision of senior IT support staffMaintaining data security protocols and access controls according to established information security guidelines and supervisor directionDocumenting technical issues and resolutions in the service desk system while following standard knowledge management proceduresDelivering basic end-user training on hardware and software operations according to approved training materials and supervisor guidanceResponding to service desk tickets within defined response times while prioritizing requests based on established guidelinesSupporting after-hours maintenance activities and emergency response procedures according to defined IT support schedulesRegular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessaryOther duties and responsibilities as assignedEmployee ExpectationsUnderstand our Operating Principles; use them as guidelines for how you do your jobOwn the customer experience, act in ways that put customers first, and help them become promoters of our products and servicesBe enthusiastic learners, users and advocates of our technology, products and services, especially our digital tools and experiencesWin as a team and make big things happen by working together and being open to new ideasParticipate in 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 customersDrive results and growthSupport a culture of inclusion in how you work and leadDo what's right for each other, our customers, investors and our communitiesSkillsCustomer Experience (CX)Technical SupportTroubleshootingTechnical IssuesSalaryPrimary Location Pay Range: $21.94 - $32.91EducationHigh School Diploma / GEDRelevant Work Experience2-5 YearsEEO StatementComcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.#J-18808-Ljbffr