Title: Desktop Support Analyst Lead (Progression)
Company : Tampa Electric Company
Location: TECO Plaza
State and City: Florida  -  Tampa
Shift: 8 Hr. X 5 Days
Hiring Manager: Glenn M Reed
Recruiter: Mark E Koener
TITLE:  Desktop Support Analyst Lead (Progression)
PERFORMANCE COACH:  Manager Digital Collaboration & Business Partner Experience
COMPANY:  Tampa Electric
DEPARTMENT:  IT&T, High Performance Computing, Field Support
This is a multi-level position and the salary range for this position varies and is commensurate with skills, experience, and education.
POSITION CONCEPT
The primary function of this position is to provide personalized service to Business Partners by identifying source 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.
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.
Please keep in mind that this position does have various levels, so if an applicant meets more of the preferred skills, they may qualify for a higher-level or lower-level position within the Desktop Support Analyst job family.
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.
RELATIONSHIPS
Key Internal:    These positions report to the Managers of the Service Desk and Desktop Support and interact with all levels of employees throughout TECO Energy companies.
Key External:    Occasional interactions with outside software and hardware vendors, and technical personnel in other organizations.
Licenses/Certifications
Required:        Valid Driver’s License.
LEADERSHIP COMPETENCIES
Champions Safety, Health and the Environment
Takes Ownership and Acts with Integrity
Drives Business Excellence for Customers
Builds Collaborative Relationships
Develops People and Teams
Cultivates Innovation and Embraces Change
Thinks Strategically and Exercises Sound Judgment
PHYSICAL DEMANDS/ REQUIREMENTS
Tasks may require handling objects up to 25 pounds on a routine basis.
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.
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!
STORM DUTY REQUIREMENTS ....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.
TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.
TECO Energy is proud to be an Equal Opportunity Employer.
TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.
In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.
Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.
Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.
Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.