Sr. Desktop Support Analyst, ProgressionTECO Peoples Gas • Tampa, Florida, United States
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Sr. Desktop Support Analyst, Progression
TECO Peoples Gas
- Tampa, Florida, United States
- Tampa, Florida, United States
Über
Company: Tampa Electric Company
Location: Bearss Operations Center, Florida - LUTZ
Shift: 8 Hour X 5 Days
Hiring Manager: Warren Wilson
Recruiter: Mark Koener
Equal Opportunity Employer Tampa Electric is proud to be an Equal Opportunity Employer.
Storm Duty Requirements Tampa Electric and its sister companies provide critical services to the community during emergencies. Team members are required to participate in response and recovery activities related to emergencies/disasters to maintain service to our customers. Staff will work in normal job duties or other assigned activities. Proper compensation will be made in accordance with company rules and procedures. Responding to storms will be considered a condition of employment.
Position Concept The Desktop Support Analyst provides personalized service to Business Partners by identifying sources of customer technology–related problems and providing a resolution. A strong technical understanding of hardware, software, and networking systems is essential.
Focus Areas
ServiceNow
Network Connectivity
Active Directory
Troubleshooting computers and laptops
Primary Duties and Responsibilities
Determine the appropriate course of action within the 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 escalations to appropriate support areas.
Utilize and update the knowledge base.
Follow up on existing issues to ensure satisfactory and timely customer resolution (incident closure).
Update and close ServiceOne tickets for work performed.
Maintain technical/professional knowledge by reviewing publications, establishing personal networks, and attending training.
Be required to work at various locations during storm restoration efforts.
Additional Duties and Responsibilities (Associate Level)
Provide initial phone support/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 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 the 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.
Additional Duties and Responsibilities (Desktop Support Analyst Level)
Research and resolve more difficult and complex problems that have been escalated to the 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 support of customer applications.
Maintain strong working knowledge of all equipment and systems supported by the Service Desk by keeping current with all documentation.
Mentor associate desktop support analysts.
Provide support for customer moves and setups for new team members.
Additional Duties and Responsibilities (Senior Desktop Support Analyst Level)
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.
Mentor desktop support analysts.
Additional Duties and Responsibilities (Lead Desktop Support Analyst Level)
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 on desktop/laptop use, mobile users, remote access, email systems, printers, and multifunctional devices.
Participate or lead larger projects to 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, including 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, research problems, find solutions, communicate with programmers to explain software errors or recommend changes.
Perform the role of incident manager as needed.
Licenses / Certifications Required: Valid Driver’s License. ITIL certification required or to be obtained within 6 months of employment. Additional certifications preferred: Microsoft Certified Product Specialist (MCP), A+ Certification, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified System Administrator (MCSA), etc.
Education Required: High School Diploma or equivalent. Preferred: Associate’s degree in a computer‑related field or business administration with concentration in Computer Science. Additional consideration for Bachelor’s degree or Associate with experience.
Related Experience Required: 2–3 years of customer service or IT‑related experience. Preferred: 3–6 years of IT‑related or desktop support experience. For Senior/Lead levels, required 5–6 years of related IT experience.
Knowledge, Skills, & Abilities (KSA)
Strong focus on customer care.
Excellent verbal, written, and organizational communication 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.
Proficiency in ten to fifteen applications/processes within IT.
Ability to mentor, train, and effectively transfer knowledge to other desktop support analysts.
Physical Demands / Requirements Tasks may require handling objects up to 25 pounds on a routine basis.
Benefits
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!
Other Nearest Major Market: Tampa
Job Segment: Technical Support, Computer Science, Service Desk, Help Desk, Information Technology, Technology, Customer Service
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Sprachkenntnisse
- English
Hinweis für Nutzer
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