Sr. Desktop Support Analyst, Progression

Tampa Electric is a leading provider of reliable electric service across West Central Florida. We seek a Senior Desktop Support Analyst to provide high-quality support to business partners, troubleshoot hardware and software issues, and participate in storm restoration efforts.Storm Duty RequirementsTampa Electric and its sister companies provide critical services to the community during emergencies. Team members must participate in response and recovery activities related to emergencies and disasters, maintaining service to our customers. Storm response will be a condition of employment.Title & LocationTitle: Sr. Desktop Support Analyst, ProgressionCompany: Tampa Electric CompanyLocation: Bearss Operations CenterState and City: Florida - LUTZShift: 8 Hr. X 5 DaysResponsibilitiesDetermine appropriate course of action within the incident management process (ITIL).Work independently on moderately technical assignments and use judgment in decision making that affects operations.Provide solutions to technology-related problems, issues, and questions, or appropriately escalated them.Maintain and update the knowledge base and ServiceNow tickets for work performed.Ensure incident closure and follow-up on unresolved issues to achieve timely customer resolution.Diagnose and troubleshoot network connectivity, Active Directory, and hardware issues on desktops and laptops.Assist with remote control and email client administration, including password resets and account changes.Provide desk-side support to teams at various locations when direct access to the PC or laptop is required.Participate in storm restoration efforts, working at multiple locations as needed.Research and resolve complex problems that are escalated to higher-level support.Create and maintain documentation of complex procedures and provide status updates to customers.Lead or assist in larger projects that improve the efficiency and quality of the Service Desk.Mentor peers on hardware and software analysis, troubleshooting, and knowledge transfer.Analyze trends in incident resolution and propose improvements to the department's service.Perform incident manager duties as required.QualificationsEducation: Minimum – High School Diploma or equivalent. Preferred – Associate's degree in a computer-related field or business administration with a concentration in computer science; Bachelor's degree preferred for senior positions.Experience: Minimum – 2 years of customer service or IT-related experience. Preferred – 3 years of desktop or IT support experience. Senior/Lead levels require 5–6 years of related experience and demonstrated ability to mentor teammates.Certifications: ITIL certification required (or to be obtained within 6 months). Additional certifications such as Microsoft Certified Product Specialist (MCP), A+, Microsoft Certified Desktop Support Technician (MCDST), or Microsoft Certified System Administrator (MCSA) are preferred.Strong focus on customer care, excellent verbal and written communication, and organizational skills.Solid problem-solving techniques, ability to multitask efficiently, and maintain focus in an environment with frequent interruptions.General knowledge of Microsoft Office applications, Windows operating systems, and basic networking fundamentals.Ability to analyze and repair hardware issues on desktops and laptops.Proficient in incident and problem management processes, call management, and PC computing environment.Physical Demands / RequirementsTasks may require handling objects up to 25 pounds on a routine basis.BenefitsCompetitive salary401(k) savings plan with company matchingPension planPaid time off and paid holiday timeMedical, prescription drug, and dental coverageTuition assistance programEmployee assistance programWellness programs and on-site fitness centersBonus plan and additional benefitsEEO StatementTampa Electric is proud to be an Equal Opportunity Employer.J-18808-Ljbffr