Desktop Support Analyst, KVM Focus, Progression

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 Progression PERFORMANCE COACH: Lead Desktop Analyst COMPANY: Tampa Electric DEPARTMENT: Technology 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.

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:

RELATIONSHIPS Key Internal:

Interact with all levels of team members throughout TECO Energy companies.

Key External:

Occasional interactions with outside software and hardware vendors, and technical team members in other organizations.

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

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 months of employment in this position.

Related Experience Required:

2 years of customer service or IT related experience.

Preferred:

3 years of IT related or desktop support experience.

Required: Knowledge/Skills/Abilities (KSA)

DESKTOP SUPPORT ANALYST Additional Duties And Responsibilities

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 or to be obtained 6 months of employment in this position.

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

Related Experience Required:

3 years of IT-related experience.

An Associate’s Degree may be considered with 1 years of experience

Additional Knowledge/Skills/Abilities (KSA) Required:

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

PHYSICAL DEMANDS/ REQUIREMENTS

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

SENIOR DESKTOP SUPPORT ANALYST Additional Duties And Responsibilities

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 or to be obtained 6 months of employment in this position, and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience.

Related Experience Required:

5 years of related IT experience.

Bachelor’s degree and 1 year of experience may be considered or an Associate degree and 3 years of experience may be considered.

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.

PHYSICAL DEMANDS/ REQUIREMENTS

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

LEAD DESKTOP SUPPORT ANALYST Additional Duties And Responsibilities

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 or to be obtained 6 months of employment in this position, and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience.

Valid Florida Driver’s License.

Preferred :

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

Related Experience Required:

6 years of related IT experience.

Bachelor’s degree and 2 years of experience or an Associate degree and 4 years of experience may be considered.

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.

PHYSICAL DEMANDS/ REQUIREMENTS

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

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!