Sr. Desktop Support Analyst, Progression

Position Details Title: Sr. Desktop Support Analyst, Progression Company: Tampa Electric Company Location: Bearss Operations Center State and City: Florida - LUTZ Shift: 8 Hr. X 5 Days 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. Desktop Support Analyst – 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. 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 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 Education: High School Diploma or equivalent. Preferred: Associate’s degree in a computer-related field or business administration with a concentration in Computer Science. Required Certifications: ITIL certification, or to be obtained 6 months of employment in this position. Related Experience: 2 years of customer service or IT related experience. Preferred: 3 years of IT related or desktop support experience. 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. 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. Qualifications Education: 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. Required Certifications: 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: 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. Ability to mentor, train and effectively transfer knowledge to other desktop support analysts. Proficient in ten to fifteen applications/processes within IT. 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. Qualifications Education: High School Diploma or equivalent. Associate’s or Bachelor’s degree in a computer‑related field or business administration with concentration in computer science. Required Certifications: 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 Administrator (MCSA). Related Experience: 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. Must be able to acquire and maintain knowledge of relevant product offerings and support to provide technically accurate solutions to customers. Benefits Package Competitive Salary 401k Savings plan with 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