IT Support Specialist II

Job Summary Solar 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 Description Implementing hardware and software installations for end-user equipment following established IT support procedures and supervisor guidance Supporting desktop, laptop, telephone and printer maintenance activities according to documented technical specifications and troubleshooting protocols Conducting basic network troubleshooting and connectivity testing while escalating complex issues to senior technical staff Participating in equipment moves and reinstallations while following proper handling procedures and coordinating with facilities teams Contributing to network backup processes and disaster recovery procedures under supervision of senior IT support staff Maintaining data security protocols and access controls according to established information security guidelines and supervisor direction Documenting technical issues and resolutions in the service desk system while following standard knowledge management procedures Delivering basic end-user training on hardware and software operations according to approved training materials and supervisor guidance Responding to service desk tickets within defined response times while prioritizing requests based on established guidelines Supporting after-hours maintenance activities and emergency response procedures according to defined IT support schedules Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary Other duties and responsibilities as assigned Employee Expectations Understand our Operating Principles; use them as guidelines for how you do your job Own the customer experience, act in ways that put customers first, and help them become promoters of our products and services Be enthusiastic learners, users and advocates of our technology, products and services, especially our digital tools and experiences Win as a team and make big things happen by working together and being open to new ideas Participate 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 customers Drive results and growth Support a culture of inclusion in how you work and lead Do what’s right for each other, our customers, investors and our communities Skills Customer Experience (CX) Technical Support Troubleshooting Technical Issues Salary Primary Location Pay Range: $21.94 - $32.91 Education High School Diploma / GED Relevant Work Experience 2-5 Years EEO Statement Comcast 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