Analyst II, Technical Support

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., * 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, * 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

• Bachelor’s 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)., In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA-approved alternative.

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.

ABOUT WM WM (WM.com) is North America’s leading provider of comprehensive environmental solutions. 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 its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas-to-electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks - the largest heavy-duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com., What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family - from benefits, to resources and engagement activities.