Analyst III, Technical Support
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Job Description
Digital Field Analyst providing IT support and solutions at Waste Management. Configuring software, resolving hardware issues and managing IT relationships for effective solutions.
Responsibilities:
- Under minimal supervision, configures and installs complex software for IT users' desktops and mobile devices.
- Provides advanced technical support for software and hardware of end-user computing.
- Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution.
- As Digital Field Analyst, serve as the trusted IT resource responsible for building and managing market, corporate, and third‑party 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 post‑development 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 end‑to‑end support through research, analysis, and coordinated quote development with internal teams.
- Willingness to travel to market area sites to deliver front‑line, on‑site IT support, ensuring rapid issue resolution and minimal business disruption.
- Provide hands‑on technical assistance to end users in field locations, delivering high‑touch 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.
Requirements:
- 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 4 years of relevant work experience
- 5 years of relevant work experience (in addition to education requirement)
- 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
Benefits:
- Medical
- Dental
- Vision
- Life Insurance
- Short Term Disability
- Stock Purchase Plan
- Company match on 401K
- Paid Vacation
- Holidays
- Personal Days
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