Sr. Desktop Support Analyst

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

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.

• 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 Service One 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.

• Barco KVM Support
• Microsoft products
• Apple iOS
• NERC
• Service Now
• Network Connectivity
• Active Directory
• Troubleshooting computers and laptops

• 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…