Technical Support Analyst I

The Walt Disney Company

Technical Support Analyst I supporting Disney’s media production and distribution systems. Handling Tier 1 incidents, service requests, monitoring, documentation, and escalation across critical applications and broadcast workflows.

Posted 8/7/2026full-timeGlendale • California • 🇺🇸 United StatesSeniorLead💰 $60,300 - $80,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management, user service request fulfillment, and troubleshooting within IT environments. Proficient in utilizing ITSM tools and observability platforms to enhance service delivery and operational efficiency.

Highest-signal resume keywords

ITSM Tools ExperienceIncident ManagementUser Service Request FulfillmentITIL v3 or ITIL v4 Foundation CertificationObservability Tools Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident AnalysisTicket TriageTroubleshootingDocumentationService Request FulfillmentPerformance Bottleneck IdentificationKnowledge Base ManagementTechnical Support Collaboration24x7 IT Call Center ExperienceFront-Line Technical Issue Resolution

Soft Skills

Strong Communication SkillsInterpersonal SkillsAbility to Work Under PressurePriority Management

Tools & Technologies

ServiceNowPagerDutyJIRADatadogBigPandaConvivaGrafanaSplunk

Certifications & Qualifications

ITIL v3 Foundation CertificationITIL v4 Foundation Certification

Industry Keywords

Streaming Media WorkflowsBroadcast SystemsIT InfrastructureMajor Incident ManagementProblem ManagementChange Management

Tech Stack

Tools & technologies

GrafanaITSMServiceNowSplunk

About the role

Key responsibilities & impact

Serve as the first point of contact for support calls, tickets, and intake requests
Capture and analyze incident details, triage tickets, resolve standard issues, and escalate beyond scope
Monitor active incidents, service-health platforms, and communication channels
Fulfill user service requests by following documented procedures and runbooks
Document incidents thoroughly and track them throughout their lifecycle
Maintain ticket hygiene and ensure all fields are correctly completed
Collaborate with technical support teams, engineering, and media specialists
Document solutions, best practices, and troubleshooting procedures for the knowledge base
Identify and address potential issues or performance bottlenecks
Participate in training programs and incident management processes

Requirements

What you’ll need

Bachelor’s degree in computer science, information technology, or related field
Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues
Ability to work well under pressure and manage priorities with urgent deliverables
Strong communication and interpersonal skills for stakeholder and peer interaction
1+ years of experience in a 24x7 IT call center or helpdesk role
ITIL v3 or ITIL v4 Foundation Certification preferred
Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, and Splunk preferred
Familiarity with streaming media workflows, broadcast systems, and IT infrastructure preferred
Familiarity with Major Incident Management, Problem Management, and Change Management preferred

Benefits

Comp & perks

Medical, financial, and/or other benefits
Bonus and/or long-term incentive units may be provided
Occasional work from home