IT Support Specialist II

Comcast•Laurel, MD

1d•$22 - $33•Onsite

About The Position

This is an in office role in Laurel, MD. 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, proudly serving Maryland, Virginia, Delaware, Pennsylvania, New Jersey, Florida, and Washington D.C. since 2009. As part of Comcast’s rapidly expanding Energy Services business unit, Solar Energy World is backed by the full strength, resources, and long-term commitment of one of the most recognized companies in the world. Comcast has a proven track record of acquiring and scaling high‐performing businesses, and Solar Energy World is a key part of that vision. Together, we’re expanding our reach while staying true to our core values of in‐house quality, integrity, and lasting value for every homeowner we serve—because tomorrow matters. This job provides technical support and maintenance for end-user hardware, software and network systems following established IT protocols. It implements standard troubleshooting procedures while escalating complex issues to senior staff. The job ensures reliable technology operations through systematic documentation and timely service desk response.

Requirements

Customer Experience (CX)
Technical Issues
Technical Support
Troubleshooting
High School Diploma / GED
2-5 Years Relevant Work Experience

Responsibilities

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.
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team make big things happen by working together and being open to new ideas.
Be an active part of 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.