Sr. Desktop Support Analyst, Service Now Focus, Progression

Emera Corp•Tampa, FL

66d

About The Position

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. This position can be hired at any level within the job family progression, based on education and experience.

Requirements

Valid Driver's License.
High School Diploma or equivalent
ITIL certification or to be obtained 6 months of employment in this position.
2 years of customer service or IT related experience.
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.
High School Diploma or equivalent
ITIL certification or to be obtained 6 months of employment in this position.
3 years of IT-related experience.
Proficient knowledge of incident management processes, problem management processes, call management, mainframe operation and PC computing environment.
High School Diploma or equivalent
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.
5 years of related IT experience.
Ability to mentor, train and effectively transfer knowledge to other desktop support analysts.
Proficient in ten to fifteen applications/processes within IT.
High School Diploma or equivalent.
Associate's or Bachelor's degree in a computer-related field or business administration with concentration in computer science.
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.
6 years of related IT experience.
Must be able to acquire and maintain knowledge of relevant product offerings and support to provide technically accurate solutions to customers.

Nice To Haves

Associate's degree in a computer-related field or business administration with a concentration in Computer science.
3 years of IT related or desktop support experience.
Associate's or Bachelor's degree in a computer-related field or business administration with concentration in computer science.
Microsoft Certified Product Specialist (MCP), A+ Certification, or related certifications, training or equivalent experience.
An Associate's Degree may be considered with 1 years of experience
Associate's or Bachelor's degree in a computer-related field or business administration with concentration in computer science.
Bachelor's degree and 1 year of experience may be considered or an Associate degree and 3 years of experience may be considered.
Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified System Administrators (MCSA).
Bachelor's degree and 2 years of experience or an Associate degree and 4 years of experience may be considered.

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 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.