Desktop Support Analyst, Microsoft & IOS Focus, Progression

Select how often (in days) to receive an alert: At Tampa Electric, dependable electricity starts with dedicated individuals whose talent, skill and passion drive our success. We’ve been lighting the way for West Central Florida for more than 125 years—and we’re just getting started. Join us and build a rewarding career with competitive pay, comprehensive benefits and a culture that supports your growth. Your potential finds its purpose at Tampa Electric. We proudly deliver 99.98% electric service reliability to nearly 860,000 customers across 2,000 square miles of Hillsborough County and parts of Polk, Pasco and Pinellas counties. Through innovation and strategic investments, we’re creating a cleaner, brighter energy future—while delivering exceptional service every step of the way. We reflect the communities we serve and foster a workplace where every employee feels welcomed, valued and engaged. Join our team of energy experts and help shape the future of power. Storm Duty Requirements Tampa Electric and its sister companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our Tampa Electric customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures. Responding to storms will be considered a condition of employment. Tampa Electric is proud to be an Equal Opportunity Employer. To learn more, please click on link below: Title: Desktop Support Analyst, Microsoft & IOS Focus, Progression Company: Tampa Electric Company Location: Big Bend Power Station State and City: Florida - North Ruskin Shift: 8 Hr. X 5 Days TITLE: Desktop Support Analyst Progression DEPARTMENT: Technology This position can be hired at any level within the job family progression, based on education and experience, but seeking to ideally hire at the Sr. level.

FOCUS AREAS:

Microsoft & IOS

POSITION CONCEPT

The Desktop Support Analyst has a primary function to provide personalized service to Business Partners by identifying sources of customer technology-related problems and providing a resolution. Possess a strong technical understanding of the various hardware, software and networking systems. Focus Areas: Service Now Network Connectivity Active Directory Troubleshooting computers and laptops Advancement in Progression Advancement to a higher level is based on value added to the Company through increased duties, responsibilities and accomplishments. Advancement is not automatic, i.e., based solely on time in the job, but will be based on direct observation of the team member’s performance, accomplishments, qualifications and the business and/or technical needs of the department. PRIMARY DUTIES AND RESPONSIBILITIES – All Levels Determine the appropriate course of action within the incident management process (ITIL). Works under limited supervision on non-routine, moderately technical assignments. Regularly use judgment in work assignments and decision making that affect operations. Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas. Utilize and update knowledgebase. Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure). Update and close ServiceOne tickets for work being performed. Maintain technical/professional knowledge by reviewing publications, establishing personal networks, attending training. Required to work at various locations during storm restoration efforts. Licenses/Certifications Required: Valid Driver’s License.

PHYSICAL DEMANDS/REQUIREMENTS

Tasks may require handling objects up to 25 pounds on a routine basis. ASSOCIATE DESKTOP SUPPORT ANALYST – Additional Duties and Responsibilities Provide initial phone support/first contact resolution of desktop/laptop problems and application interface issues following the guidelines for IT Service Desk. Complete password resets for remote and in-house Business Partners for various systems. Perform basic email client administration. Maintain and monitor Active Directory to perform account administration, password changes, group changes, and account expiration changes. Provide support on technical issues including account administration, data security, data restores, IT policy enforcement and software installation. Escalate unresolved problems to higher level support team members. Document resolution in knowledge base for future reference. Provide desk side support to team members located at various locations on issues that require direct access to the PC or laptop for issues noted above. QUALIFICATIONS – Associate Education Required: High School Diploma or equivalent. Preferred: Associate’s degree in a computer-related field or business administration with a concentration in Computer science. Licenses/Certifications – Associate Required: ITIL certification or to be obtained 6 months of employment in this position. Related Experience – Associate Required: 2 years of customer service or IT related experience. Preferred: 3 years of IT related or desktop support experience. Required: Strong focus on customer care. Excellent verbal and written communication skills and organizational skills. Excellent problem-solving techniques and listening skills. Ability to perform email administration, remote control, and server data restorations for routine calls. Ability to multitask efficiently and accurately. Maintain focus in an environment with frequent interruptions. General knowledge of Microsoft Office applications, Windows operating systems, and basic networking skills. Ability to analyze and repair hardware related issues on desktop and laptop computers. DESKTOP SUPPORT ANALYST – Additional Duties and Responsibilities Research and resolve the more difficult and complex problems that have been escalated to next level. Create and maintain documentation of complex procedures and provide status updates to customers. Participate in team projects that enhance the quality or efficiency of the Service Desk and/or in the support of customer applications. Maintain strong working knowledge of all the equipment and systems supported by the Service Desk by keeping current with all documentation. Provide support for customer moves and setups for new team members. Education Required: High School Diploma or equivalent Preferred: Associate’s or Bachelor’s degree in a computer-related field or business administration with concentration in computer science. Licenses/Certifications – Desktop Support Analyst Required: ITIL certification or to be obtained 6 months of employment in this position. Preferred: Microsoft Certified Product Specialist (MCP), A+ Certification, or related certifications, training or equivalent experience. Related Experience – Desktop Support Analyst Required: 3 years of IT-related experience. An Associate’s Degree may be considered with 1 years of experience. Required: Proficient knowledge of incident management processes, problem management processes, call management, mainframe operation and PC computing environment. PHYSICAL DEMANDS/REQUIREMENTS – Desktop Support Analyst Tasks may require handling objects up to 25 pounds on a routine basis. SENIOR DESKTOP SUPPORT ANALYST – Additional Duties and Responsibilities Research and resolve technical and more difficult and complex problems that previous levels cannot resolve. Assist team members with more difficult problems, referring problems to systems’ groups or other technical support as required. Train new team members with various functions, duties, manuals, and team members to minimize interruptions to the user. Education Required: High School Diploma or equivalent Preferred: Associate’s or Bachelor’s degree in a computer-related field or business administration with concentration in computer science. Licenses/Certifications – Senior Required: ITIL certification or to be obtained 6 months of employment in this position, and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training or equivalent experience. Related Experience – Senior Required: 5 years of related IT experience. Bachelor’s degree and 1 year of experience may be considered or an Associate degree and 3 years of experience may be considered. Required: Ability to mentor, train and effectively transfer knowledge to other desktop support analysts. Proficient in ten to fifteen applications/processes within IT. PHYSICAL DEMANDS/REQUIREMENTS – Senior Tasks may require handling objects up to 25 pounds on a routine basis. LEAD DESKTOP SUPPORT ANALYST – Additional Duties and Responsibilities Research and resolve more difficult and complex problems that have been escalated to the next level. Analyze and identify trends in incident resolution. Mentor other peers on hardware and software analysis and resolution. Provide customer training in the field of desktop/laptop use, mobile users, remote access, email systems, printers, and multifunctional devices. Participate or lead larger projects that will implement changes on desktop systems and applications throughout the company. Develop, define and communicate technical procedures for products supported by IT. Provide support to the Asset Management group to include installation of desktops, laptops, printers, and miscellaneous peripherals. Work closely with management on daily issues and long-term projects. Contribute to the improvement of the department’s service to the organization through creative thinking and idea sharing. Talk with team members and research problems and find solutions, communicate with programmers to explain software errors or recommend changes. Perform the role of incident manager as needed. Education Required: High School Diploma or equivalent. Required: Associate’s or Bachelor’s degree in a computer-related field or business administration with concentration in computer science. Licenses/Certifications – Lead Required: ITIL certification or to be obtained 6 months of employment in this position, and Microsoft Certified Product Specialist (MCP), A+ certification or related certifications, training or equivalent experience. Preferred: Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified System Administrators (MCSA). Related Experience – Lead Required: 6 years of related IT experience. Bachelor’s degree and 2 years of experience or an Associate degree and 4 years of experience may be considered. Required: Must be able to acquire and maintain knowledge of relevant product offerings and support to provide technically accurate solutions to customers. PHYSICAL DEMANDS/REQUIREMENTS – Lead Tasks may require handling objects up to 25 pounds on a routine basis. TECO offers a competitive Benefits package!! Competitive Salary * 401k Savings plan w/ company matching * Pension plan * Paid time off * Paid Holiday time * Medical, Prescription Drug, & Dental Coverage * Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more! #J-18808-Ljbffr TECO Energy