Analyst III, Service Desk Support

WM a Fortune 250 company is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence professionalism and financial strength. WM serves nearly 25 million customers in residential commercial industrial and municipal markets throughout North America through a network of collection operations transfer stations landfills recycling facilities and waste-based energy production projects.

I. Job Summary
Under minimal supervision configures and deploys complex software solutions across desktop and mobile environments. Delivers advanced enduser computing support resolving sophisticated hardware and software issues through expert diagnostics while appropriately escalating or delegating complex cases to ensure timely resolution.

II. Duties and Responsibilities
To perform this job successfully an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.

• As Digital Field Analyst serve as the trusted IT resource responsible for building and managing market corporate and thirdparty relationships while leading complex IT issues to timely completion.
• Leads the resolution of complex Tier 3 support tickets escalated from the Digital Service Center.
• Provides advanced functional and postdevelopment application support including client installations.
• Diagnoses complex or ambiguous issues by reproducing incidents analyzing data integrity and tracing transactions across infrastructure to identify root causes.
• Coordinates with internal teams and external vendors as needed.
• Produces data analysis technical specifications for development fixes and contributes to the design and maintenance of advanced system and application monitoring.
• Generates operational and ticketing reports and drives technical support initiatives in alignment with senior leadership priorities.
• Advises market area teams on IT equipment solutions providing endtoend support through research analysis and coordinated quote development with internal teams
• Willingness to travel to market area sites to deliver frontline onsite IT support ensuring rapid issue resolution and minimal business disruption.
• Provide handson technical assistance to end users in field locations delivering hightouch customer service and serving as a trusted IT point of contact.
• Support desktop hardware software and application needs for users online in call queue and on site partnering with multiple teams to resolve issues and improve user experience.
  

III. Supervisory Responsibilities
May coach or mentor less-experienced personnel and act as the team leader on systems projects.

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

• Education: Bachelors Degree (accredited) in Computer Science MIS or similar area of study or in lieu of degree High School Diploma or GED (accredited) and 4 years of relevant work experience
• Experience:5 years of relevant work experience (in addition to education requirement).

B. Certificates Licenses Registrations or Other Requirements

• None required

C. Other Knowledge Skills or Abilities Required

• Diagnose and resolve enduser network connectivity issues by identifying wired versus wireless failures in desktop docking environments and executing systematic troubleshooting to restore optimal network performance.
• Provide advanced technical support for enduser computing environments including PC hardware operating systems and enterprise applications.
• Diagnose and resolve complex desktop and application issues through systematic troubleshooting rootcause analysis and workflow evaluation.
• Translate enduser business processes into technical problem statements to efficiently isolate and remediate issues.
• Deliver hightouch customer support with a consultative approach managing escalations and resolving conflicts to ensure positive user outcomes.
• Document incidents resolutions and standardized communications clearly for end users technical teams and management.
• Communicate technical concepts effectively to nontechnical users while collaborating seamlessly with IT staff and leadership.
• Apply strong analytical and problemsolving skills to troubleshoot persistent or ambiguous PC and application issues in a production environment.
  

D. Other Knowledge Skills or Abilities that Contribute to Success

May require advanced skills in one or more of the following:

• Experience troubleshooting supporting and resolving Point of Sale (POS) system issues
• Working knowledge of ITIL principles; experience using ServiceNow and Microsoft Office applications
• EndUser Collaboration & Audio/Video Support
• Network & Connectivity Troubleshooting
• Microsoft 365 / Office Support
• Hardware & Peripherals (DeskSide Support)
• Software Deployment & Remote Access
• Various databases applications and technologies including but not limited to:

V. Work Environment and Essential Functions
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Note: the following is defaulted for office setting position:

Normal setting for this job is: office setting.

Benefits
At Waste Management 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.