Desktop Support Analyst, Progression

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Title: Desktop Support Analyst, Progression Company: Tampa Electric Company Location: Eastern Service Area

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: 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:

Licenses/Certifications

Required: Valid Driver’s License.

ASSOCIATE DESKTOP SUPPORT ANALYST

Additional Duties and Responsibilities

These will include:

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:

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. 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

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

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.

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!