Sr. Desktop Support Analyst, Service Now Focus, Progression

Title: Sr. Desktop Support Analyst, Service Now Focus, Progression 
Company: Tampa Electric Company
Location: Midtown East Tower 
State and City: Florida  -  Tampa
Shift: 8 Hr. X 5 Days

Hiring Manager:  Warren L Wilson

Recruiter: Mark E Koener 

 

 

TITLE:                                           Desktop Support Analyst Progression

PERFORMANCE COACH:               Lead Desktop Analyst

COMPANY:                                    Tampa Electric

DEPARTMENT:                              Technology

 

This position can be hired at any level within the job family progression, based on education and experience.

 

POSITION CONCEPT

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.

 

Focus Areas:

 

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

 

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:

• 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.

 

 

PHYSICAL DEMANDS/ REQUIREMENTS

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

 

 

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.

1. Complete password resets for remote and in-house Business Partners for various systems.
2. Perform basic email client administration.
3. Maintain and monitor Active Directory to perform account administration, password changes, group changes, and account expiration changes.
4. Provide support on technical issues including account administration, data security, data restores, IT policy enforcement and software installation.
5. Escalate unresolved problems to higher level support team members. Document resolution in knowledge base for future reference.

 

1. 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.

 

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

 

Required:            ITIL certification or to be obtained 6 month