Sr. Desktop Support Analyst, Progression

About the role

The Desktop Support Analyst position can be hired at any level within the job family progression, based on education and experience, but ideally at the Senior level. Focus areas include Barco KVM support, Microsoft, Apple iOS, and NERC.

Responsibilities

• 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 ServiceNow tickets for work being performed.
• Maintain technical/professional knowledge by reviewing publications, establishing personal networks, attending training.
• Work at various locations during storm restoration efforts.

Requirements

• Licenses/Certifications Required: Valid Driver’s License.
• Physical Demands/Requirements: Tasks may require handling objects up to 25 pounds on a routine basis.

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): Strong focus on customer care, excellent verbal and written communication skills and organizational skills, excellent problem-solving techniques and listening skills, ability to perform email administration, remote control, and server data restorations for routine calls, ability to multitask efficiently and accurately, maintain focus in an environment with frequent interruptions, general knowledge of Microsoft Office applications, Windows operating systems, and basic networking skills, ability to analyze and repair hardware related issues on desktop and laptop computers.

Benefits

Teco offers a competitive benefits package including a competitive salary, 401k savings plan with company matching, pension plan, paid time off, paid holiday time, medical, prescription drug, and dental coverage, tuition assistance program, employee assistance program, wellness programs, on-site fitness centers, bonus plan, and more!