Sr. Desktop Support Analyst, Progression

Job Title Performance Coach: Lead Desktop Analyst Title: Sr. Desktop Support Analyst, Progression Company: Tampa Electric Company Location: Bearss Operations Center, LUTZ, Florida Shift: 8 Hr. X 5 Days Hiring Manager: Warren Wilson Recruiter: Mark Koener Position Overview 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. Must possess strong technical understanding of hardware, software, and networking systems. The position may be hired at any level within the job family progression, with preference for the Sr. level. Key Responsibilities Determine appropriate course of action within incident management process (ITIL). Work under limited supervision on non-routine, moderately technical assignments. Use judgment in work assignments and decision making that affect operations. Provide solutions to technology-related problems, issues and questions, or escalation to appropriate 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 and professional knowledge by reviewing publications, establishing personal networks, and attending training. Work at various locations during storm restoration efforts. Provide initial phone support and first-contact resolution of desktop/laptop problems and application interface issues following IT Service Desk guidelines. Complete password resets for remote and in-house Business Partners for various systems. Perform basic email client administration. Maintain and monitor Active Directory for account administration, password changes, group changes, and account expiration changes. Support 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. Provide desk-side support to team members at various locations. Research and resolve 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 Service Desk quality or efficiency. Maintain strong working knowledge of all equipment and systems supported. Mentor associate desktop support analysts. Support customer moves and setups for new team members. Assist team members with difficult problems, referring 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. Research and resolve technical and more difficult problems that previous levels cannot resolve. Analyze and identify trends in incident resolution. Mentor other peers on hardware and software analysis and resolution. Provide customer training in desktop/laptop use, mobile users, remote access, email systems, printers, and multifunctional devices. Participate or lead larger projects that 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 for installation of desktops, laptops, printers, and peripherals. Work closely with management on daily issues and long-term projects. Contribute to improvement of the department’s service to the organization through creative thinking and idea sharing. Communicate with programmers to explain software errors or recommend changes. Perform the role of incident manager as needed. Focus Areas Barco KVM Support Microsoft products Apple iOS NERC ServiceNow Network Connectivity Active Directory Troubleshooting computers and laptops Qualifications Education: High School Diploma or equivalent required. Preferred: Associate’s or Bachelor’s degree in a computer or business administration with concentration in computer science. Licenses/Certifications: Valid driver’s license required; ITIL certification required or to be obtained within 6 months; Microsoft Certified Product Specialist (MCP) preferred; A+ Certification preferred; Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified System Administrator (MCSA) preferred. Experience: 2–3 years customer service or IT related experience required; 3–5 years IT related or desktop support experience preferred; 5–6 years related IT experience required for senior positions; 6+ years related IT experience required for lead position. Knowledge/Skills/Abilities: Strong focus on customer care; excellent verbal and written communication; problem-solving techniques; ability to perform email administration, remote control, server data restores; multitask efficiently; maintain focus with frequent interruptions; general knowledge of Microsoft Office, Windows OS, basic networking; ability to analyze and repair hardware issues on desktops and laptops; proficiency in incident and problem management processes; ability to mentor, train, and transfer knowledge; ability to acquire and maintain knowledge of relevant product offerings. Physical Demands Tasks may require handling objects up to 25 pounds on a routine basis. Benefits Competitive Salary 401(k) savings plan with company matching Pension plan Paid time off Paid holiday time Medical, prescription drug, and dental coverage Tuition assistance program Employee assistance program Wellness programs On-site fitness centers Bonus plan and more #J-18808-Ljbffr