Sr. Desktop Support Analyst, ProgressionTampa Electric • Lutz, Florida, United States

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Sr. Desktop Support Analyst, Progression

Tampa Electric

Lutz, Florida, United States

Lutz, Florida, United States

About

Title: Sr. Desktop Support Analyst, Progression Company: Tampa Electric Company Location: Bearss Operations Center, Florida - LUTZ Shift: 8 Hr. X 5 Days Hiring Manager: Warren Wilson Recruiter: Mark Koener Position Concept The Desktop Support Analyst provides personalized service to Business Partners by identifying sources of technology‑related problems and providing resolutions. The role requires a strong technical understanding of hardware, software, and networking systems. Focus Areas Barco KVM Support, Microsoft, Apple IOS, NERC 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). Work under limited supervision on moderately technical assignments. Use judgment in assignments that affect operations. Provide solutions to technology problems or elevate to appropriate support. Update and utilize the knowledge base. Follow‑up on existing issues to ensure timely customer resolution. Update and close ServiceOne tickets. Maintain professional knowledge through continued learning. Support operations at various locations during storm restoration. Additional Duties – Associate Level Provide initial phone support and first‑contact resolution for desktop/laptop problems following IT Service Desk guidelines. Perform password resets for remote and in‑house Business Partners. Basic email client administration. Maintain and monitor Active Directory account administration. Support technical issues including data security, restores, policy enforcement, and software installation. Escalate unresolved problems to higher level support and document solutions. Provide desk‑side support to team members at various locations. Additional Duties – Desktop Support Analyst Level Research and resolve more complex problems escalated to the next level. Document complex procedures and provide customer status updates. Participate in projects that enhance Service Desk quality and efficiency. Maintain knowledge of all supported equipment and systems. Mentor associate analysts. Support new team member moves and setups. Additional Duties – Senior Desktop Support Analyst Resolve technical and complex problems beyond lower levels. Assist team members with difficult problems and refer to specialist groups. Train new team members on functions and procedures. Mentor desktop support analysts. Additional Duties – Lead Desktop Support Analyst Resolve escalated complex problems. Analyze and identify incident resolution trends. Mentor peers on hardware and software analysis. Provide customer training on desktop, laptop, mobile, remote access, email, printers. Lead large projects implementing desktop system changes. Assist asset management with installation of peripherals. Collaborate with management on daily issues and long‑term projects. Contribute to overall department service improvement. Serve as incident manager when needed. Licenses & Certifications Valid driver's license. ITIL certification or to be obtained within 6 months. Microsoft Certified Product Specialist (MCP), A+ Certification, or related. Optional: Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified System Administrator (MCSA). Physical Demands Tasks may require handling objects up to 25 pounds on a routine basis. Education Required: 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. Related Experience Required: 2 years of customer service or IT related experience (associate), 3 years for desktop support analyst, 5 years for senior, 6 years for lead. Considerations: an associate degree with 1‑3 years of experience may be considered. Knowledge/Skills/Abilities (KSA) Strong focus on customer care. Excellent verbal and written communication and organizational skills. Problem‑solving techniques and listening skills. Ability to perform email administration, remote control, server data restores. Multitasking efficiently and accurately. Maintain focus amid frequent interruptions. General knowledge of Microsoft Office, Windows OS, and basic networking. Analyze and repair hardware on desktops/laptops. Proficient in incident and problem management processes. Ability to mentor, train, and transfer knowledge. Proficiency with ten to fifteen applications/processes within IT. Benefits TECO offers a competitive Benefits package! Competitive Salary 401k Savings plan with company matching Pension plan Paid time off and 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!
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Lutz, Florida, United States

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English

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