Analyst III, Technical Support

Job Summary

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. 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.

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 complex help desk tickets passed on from ITSC. Provides complex functional support of applications, isolates issues and distributes ticket to the appropriate team for resolution.
• Isolates difficult or ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.
• Provides data mining, writing specifications for development fixes and configuration of hardware and software.
• Creates DB scripts to correct invalid data within the database.
• Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed.
• Creates and updates Support and User Guides.
• Delivers advanced post-development support (including client installations).
• Provides management ticket reports, Pareto Report, and various others.
• Contributes in creation and modification of complicated system or application monitors.
• Leads Technical Support business initiatives in accordance with Senior Leadership.

Supervisory Responsibilities

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

Qualifications

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

• 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 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

• Advanced 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.
• Remedy Action Request System (Help Desk System).
• Hardware and software support of on board computing systems.
• Knowledge of PC remote access functions and usage.

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

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.

The expected base pay range for this hybrid position is $74600 - $109365. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

In addition, this position is eligible for bonus.

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.