Title: Desktop Support Analyst, KVM Focus, Progression

Company: Tampa Electric Company

Location: Energy Control Center

State and City: Florida - Tampa

Hiring Manager: Warren L Wilson

Recruiter: Mark E Koener

TITLE: Desktop Support Analyst, KVM Focus, Progression

PERFORMANCE COACH: Lead Desktop Analyst

COMPANY: Tampa Electric

DEPARTMENT: IT&T, High Performance Computing, Field Support

POSITION CONCEPT

The primary function of this position is to provide personalized service to Business Partners by identifying sources of customer technology-related problems and providing a resolution. They should have a strong technical understanding of the various hardware, software and networking systems being supported.

This position can be hired at any level within the job family progression based on Education and Experience.

Advancement in Progression

Advancement to a higher level is based on value added to the Company through increased duties, responsibilities and accomplishments. Advancement is not automatic, i.e., based solely on time in the job, but will be based on direct observation of the team member’s performance, accomplishments, qualifications and the business and/or technical needs of the department.

PRIMARY DUTIES AND RESPONSIBILITIES – All Levels

In each of the levels of the Desktop Support Analyst Family the analyst will:

• 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.

ASSOCIATE DESKTOP SUPPORT ANALYST

Additional Duties and Responsibilities

1. Provide initial phone support/first contact resolution of desktop/laptop problems and application interface issues following the guidelines for IT Service Desk.

These will include:

• 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 personnel. Document resolution in knowledge base for future reference.

1. Provide desk side support to employees located at various locations on issues that require direct access to the PC or laptop for issues noted above.

QUALIFICATIONS

Education

Required: High School Diploma or equivalent.

Preferred: Associate’s degree in a computer-related field or business administration with a concentration in computer science.

Licenses/Certifications

Preferred: ITIL Certification. Valid Driver’s License.

Related Experience

Required: Minimum of 6 years of customer service experience. A college degree may be considered in lieu of 3 years equivalent experience.

Preferred: 3 years of IT related or desktop support experience.

Knowledge/Skills/Abilities (KSA)

Required:

• 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.

DESKTOP SUPPORT ANALYST

Additional Duties and Responsibilities

1. Research and resolve the more difficult and complex problems that have been escalated to next level.
2. Create and maintain documentation of complex procedures and provide status updates to customers.
3. Participate in team projects that enhance the quality or efficiency of the Service Desk and/or in the support of customer applications.
4. Maintain strong working knowledge of all the equipment and systems supported by the Service Desk by keeping current with all documentation.
5. Mentor associate desktop support analysts.
6. Provide support for customer moves and setups for new employees.

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.

Licenses/Certifications

Required: ITIL certification. Valid Driver’s License.

Preferred: Microsoft Certified Product Specialist (MCP), A+ Certification, or related certifications, training or equivalent experience.

Related Experience

Required: Minimum eight years of IT-related experience. A college degree may be considered in lieu of some equivalent experience (i.e. an Associate's with 4 years experience; or a Bachelor’s with 2 years experience.)

Additional Knowledge/Skills/Abilities (KSA)

Required: Proficient knowledge of incident management processes, problem management processes, call management, mainframe operation and PC computing environment.

SENIOR DESKTOP SUPPORT ANALYST

Additional Duties and Responsibilities

1. Research and resolve technical and more difficult and complex problems that previous levels cannot resolve.
2. Assist team members with more difficult problems, referring problems to systems’ groups or other technical support as required.
3. Train new personnel, ensuring that they are familiar with various functions, duties, manuals, and personnel to minimize interruptions to the user.
4. Mentor desktop support analysts.

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.

Licenses/Certifications

Required: ITIL certification and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience. Valid Driver’s License.

Related Experience

Required: Minimum ten years of related IT experience. A college degree may be considered in lieu of some equivalent experience (i.e. an Associate's with 6 years of experience; or a Bachelor’s with 4 years of experience.

Additional Knowledge/Skills/Abilities (KSA)

Required: 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

1. Research and resolve more difficult and complex problems that have been escalated to the next level.
2. Analyze and identify trends in incident resolution.
3. Mentor other peers on hardware and software analysis and resolution.
4. Provide customer training in the field of desktop/laptop use, mobile users, remote access, email systems, printers, and multifunctional devices.
5. Participate or lead larger projects that will implement changes on desktop systems and applications throughout TECO Energy. Develop, define and communicate technical procedures for products supported by IT.
6. Provide support to the Asset Management group to include installation of desktops, laptops, printers, and miscellaneous peripherals.
7. Work closely with management on daily issues and long-term projects.
8. Contribute to the improvement of the department’s service to the organization through creative thinking and idea sharing.
9. Talk with team members and research problems and find solutions, communicates with programmers to explain software errors or recommend changes.
10. Perform the role of incident manager as needed.

Education

Required: High School Diploma or equivalent.

Required: Associate’s or Bachelor’s degree in a computer-related field or business administration with concentration in computer science.

Licenses/Certifications

Required: ITIL certification and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience. Valid Driver’s License.

Preferred: Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified System Administrators (MCSA).

Related Experience

Required: Minimum twelve years of related IT experience. A college degree may be considered in lieu of some equivalent experience (i.e. an Associate's with 8 years of experience; or a Bachelor’s with 6 years of experience.)

Additional Knowledge/Skills/Abilities (KSA)

Required: Must be able to acquire and maintain knowledge of relevant product offerings and support to provide technically accurate solutions to customers.

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TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ 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!

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