Analyst II, Technical Support
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Job Location:
Kansas City, KS - USA
Monthly Salary:
Not Disclosed
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
I. Job Summary
Under general supervision configures and installs moderately complex software for IT users desktops and mobile devices. Provides intermediate technical support (through Tier 2) for software and hardware of end-user computing. Provides troubleshooting to readily identify problems and/or technical issues and escalates to appropriate staff for resolution.
II. Essential Duties and Responsibilities
- Provide reliable customer focused IT support to market and corporate users through effective troubleshooting collaboration and escalation. Support desktop hardware software and application issues across office and field environments while developing technical expertise and stakeholder relationships.
- Support Tier 2 and select Tier 3 tickets escalated from the Digital Service Center; escalate complex issues as needed
- Troubleshoot moderately complex desktop application network and hardware issues by reproducing incidents and validating configurations
- Provide functional and post development application support including client installations and upgrades
- Collaborate with internal IT teams and external vendors to support timely issue resolution
- Assist with data analysis documentation and technical inputs for system fixes and enhancements
- Contribute to operational and ticketing reports and support team led technical initiatives
- Advise users on standard IT equipment options and assist with research and quote coordination
- Provide hands-on frontline IT support for users online in call queues and on site
- Willingness to travel to market area sites to support end users and IT equipment as needed
III. Qualifications
A. Required Qualifications
- Bachelors Degree (accredited) in Computer Science MIS or similar area of study or in lieu of degree
- High School Diploma or GED (accredited) and four years of relevant work experience.
- 3 years of prior work experience (in addition to education requirement).
B. Other Knowledge Skills or Abilities Required
- End User Computing Support Desktop Support Application Support Incident Management Troubleshooting SCCM/MECM VPN MS InTune Hardware & Peripherals Customer Service Field Support
- Network & endpoint support: troubleshoot wired/Wi Fi connectivity docking stations PC hardware Windows OS and peripherals.
- Incident troubleshooting: reproduce issues validate configurations follow standard diagnostics; escalate complex or unresolved issues.
- Application support: support standard enterprise applications; assist with installations upgrades and basic post deployment issues.
- Customer & communication skills: deliver responsive end user support; explain technical issues to non technical users; collaborate with IT teams.
- Documentation & analysis: document incidents and resolutions in ITSM tools; apply analytical skills to recurring or moderately complex issues.
C. Preferred Qualifications
- Experience troubleshooting supporting and resolving Point of Sale (POS) system issues
- Working knowledge of ITIL principles; experience using ServiceNow and Microsoft Office applications
- End User Collaboration & Audio/Video Support
- Network & Connectivity Troubleshooting
- Microsoft 365 / Office Support
- Hardware & Peripherals (Desk Side Support)
- Software Deployment & Remote Access
IV. Physical Requirements
Listed below are key points regarding physical demands physical and occupational risks and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
- Repetitive Motions
- Eye/Hand/Foot Coordination
- Sitting
- Talking
- Hearing
Combination: This job operates in a mix between an office environment and plant/field environment and routinely requires the use of standard office equipment such as computers phones copy machines etc.
V. Benefits
At WM each eligible employee receives a competitive total compensation package including Medical Dental Vision Life Insurance and Short Term Disability. As well as a Stock Purchase Plan Company match on 401K and more! Our employees also receive Paid Vacation Holidays and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for please click Apply.
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
ABOUT WM WM ( WM.com ) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through ... View more
