Analyst II, Technical Support

Job Title

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.

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.

Duties and Responsibilities

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

• Processes more complex help desk tickets passed on from ITSC. Provides moderately-complex functional support of applications, isolates issues and distributes ticket to the appropriate team for resolution.
• Isolates higher level issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.
• Creates DB scripts to correct invalid data within the database.
• Facilitates the resolution of tickets passed on to any Tier 3 support group, working with external vendors as needed.
• Creates and updates Support and User Guides.
• Delivers post-development support (including client installations).
• Provides management ticket reports, Pareto Report, and various others.
• Contributes in creation and modification of system or application monitors.

Supervisory Responsibilities

This job has no supervisory duties.

Qualifications

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

A. Education and Experience

Education: 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.

Experience: Three years of relevant work experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

• Preferred: Microsoft Certifications

C. Other Knowledge, Skills or Abilities Required

• Intermediate knowledge or skills in one or more of the following is required:
• SQL queries and scripting.
• Document user, support and maintenance procedures.
• Document standardized communications to users and management.
• Customer service skills including conflict resolution.
• Effectively communicate with staff, management, end users, and other customers.
• Ability to conceptualize end user steps and processes to readily identify the issue/problem.
• Troubleshooting PC problems and issues.
• Problem solving and analytical skills.
• Trains less experienced end users and staff in resolving more complicated PC technical issues and processes.
• General knowledge of PC systems, hardware and software.
• Knowledge of Software functionality.

D. Other Knowledge, Skills or Abilities that Contribute to Success

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

• Various databases, applications, and technologies including but not limited to: Okta, Active Directory, Intune, SCCM, ServiceNow, Aternity, Pxeboots

Work Environment

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. Normal setting for this job is: office setting and/or landfill/outdoor.

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.