Sr. Desktop Support Analyst

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

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.

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.

• Service Now
• Network Connectivity
• Active Directory
• Troubleshooting computers and laptops

• 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 Service One 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.

Required: Valid Driver’s License.

Tasks may require handling objects up to 25 pounds on a routine basis.

• 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.

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.