NBC Universal IT-Sr. Field Analyst-Field Services-Universal Orlando Resort in Orlando, Florida

Job Description

SUMMARY: The Senior Analyst will work independently in troubleshooting complex system issues dealing with a large variety of software applications, network setups, hardware configurations and Microsoft products. Provide guidance to the Field Services team in the area of problem-solving, monitoring, installation of software, equipment, park events, and special projects as required. Train analyst and technicians on their various job responsibilities as required. Incumbent will require one or more advanced technical specialty areas of desktop support to include imaging, office automation software, or hardware component support.


  • End user device repair and maintenance including troubleshooting, configuration, incident analysis and resolution.

  • Perform level 1 and 2 support for PC, Mac and mobile devices as well as installation of specialized software. Use problem management and request-for-service systems to receive work assignments and to input resolution of work assignments.

  • Support executive level end users in a professional environment. Explain highly technical issues in ways that an everyday user can understand.

  • Actively participate on special projects as assigned.

  • Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

  • Perform other duties as assigned.

SCOPE: Follow the Field Services functions to ensure resolutions, routings and escalations are being properly applied. Maintain confidentiality of sensitive information such as financial, personal data and projects.


QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

  • Strong customer/team interaction skills

  • Excellent verbal and written communications skills.

  • Detailed oriented.

  • Ability to multi task in a fast paced environment.

  • Recognized as a Senior Analyst for 1 to 2 years in one or more advanced technical areas such as desktop imaging, office automation software, or hardware component support.

  • Ability to provide vendor management for their area of expertise

  • Ability to comprehend issues involving little to no concrete variables in non-standard situations as well as problems that are undocumented.

  • 5 to 7 years knowledge of personal computers, networking, Microsoft Windows OS, and Active Directory. Microsoft Office products, MAC products and various other types of Office programs a plus, Knowledge of various Point of Sale applications a plus.

  • Ability to organize and direct work flow as needed during the day or event. Requires the use of sound business judgment in coordinating the requirements of the various user group(s) in the business to which may arises.

  • Ability to read, interpret and create technical documents and effectively present information for one-on-one and small group situations to VP’s, customers, clients, and other employees of the organization.

  • Job requires person to walk and be on their feet for extended periods of time. Conditions vary from season to season as 90% of the work is field work on the spot in the parks. Heat, humidity, rain, wind, cold, pollen, a/c and varying temperatures are part of the conditions the job requires to complete tasks. Work area's range from bench, table, desk, counter, floor, portable stand, Kiosks, mobile cart in place at venue or location. Call pace is very fast and varies from area to area, recognition of issues needs to be weighed against other competing issues. Hours of positions cover from prior to park opening to all venues close of business and operation and then Field Services closes shop after locations are dark. Travel opportunity maybe available for training, assisting partnering parks and/or growing support roles.

Consistent attendance is a job requirement.


  • High school degree or GED required. Technical school preferred.

  • Associate’s degree (AA) or Bachelor’s degree preferred.


  • 5-7 years’ experience preferred as an analyst in the production support field preferably customer service related area.

  • 1-2 years’ experience as a technical Senior Analyst in the support field.

  • Formal/Military training in IT related applications; or equivalent combination of education and experience.


  • Will require a valid Florida state driver’s license.

PHYSICAL DEMANDS: While performing the duties of this job, the individual is required to:

  • Regularly (2/3 of the time or more) stand for prolonged periods; walk for prolonged periods (including ability to walk at a given pace that is predetermined by a moving sidewalk); use hands and fingers to grip, pinch, handle or feel objects, tools or controls; climb stairs/ladders; balance; stoop, kneel, crouch or crawl; reach, pull, push with hands and arms above head; work in an environment subject to vibrations; repetition-using an input device-a keyboard or mouse-in a steady manner; use distance vision with or without corrective lens.(clear vision at 20 feet or more); use peripheral vision(ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); use depth perception (vision, ability to judge distances and spatial relationships); adjust focus (ability to adjust the eye to bring an object into sharp focus while in changing light conditions e.g., sunshine to indoor or dark conditions); work in varied light conditions including low or diminished lighting; work in an environment with flashing lights including strobe lamps; maintain alertness and attentiveness up to 4 hours while working varying hours; maintain concentration/focus (e.g., ability to interpret the work environment and make decisions on predetermined operating policies and procedure).

  • Frequently (1/3 to 2/3 of the time) sit for prolonged periods; talk; hear audible alarms, voice commands with background noise; repeat motions more than twice per minute; lift up to 50 lbs. pounds with control; push up to 250 lbs. pounds with control; use close vision with or without corrective lens.(clear vision at 20 inches or less); use color vision(ability to identify and distinguish colors); work in small or tight spaces; use their ability to smell.

  • Occasionally (1/3 of the time or less) work at heights for prolonged periods of time including heights with or without railings or over open pits greater than 4 feet; reach, pull, push with hands and arms below head; use their ability to taste.

WORK ENVIRONMENT: While performing the duties of this job, the individual is required to:

  • Regularly (2/3 of the time or more) work in wet, humid conditions (non-weather); work in outdoor weather conditions to include direct sunlight, heat or cold; use a motorized company vehicle or a leased or personal vehicle for company business; be exposed to loud noise levels (noise when raised conversation is needed).

  • Frequently (1/3 to 2/3 of the time) work in extreme cold (non-weather); work in extreme heat (non-weather).

  • Occasionally (1/3 of the time or less) work with cranes; use an extendable boom forklift (lull); use a forklift (sit down); use a stand up forklift or motorized pallet Jack; erect or work on scaffolding; use a highreach (aerial lift); work with fumes or airborne particles requiring the use of a respirator; work with compressed gas cylinders or tanks; require welding, cutting, brazing, or working with open flame; work with toxic or caustic chemicals, hazardous chemicals, fluorescent lamps or batteries; work with oils/fuels; work with aerosols (spray paints, brake cleaner); be exposed to bodily fluids (blood, vomit); transport fuels or compressed gases; transport 16 (including the driver) or more passengers; transport hazardous waste; work on water attractions or yachts; perform maintenance or servicing of powerized (energized) equipment (pneumatic, hydraulic, electrical) LOTO.

(Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)