Analyst I, Technical Support (CE - Tools and Technology)

Essential Duties And Responsibilities

• Technical Troubleshooting
• Provides basic functional support of applications, isolates issues, and distributes the ticket to the appropriate team for resolution.
• Under supervision, isolates issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure points.
• Partners with the digital team to research and identify the root cause.
• Tracks and trends chronic and ongoing issues to highlight technological gaps affecting business continuity.
• 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.
• Assists in post-development support (including client installations).
• Provides management ticket reports, Pareto Report, and various others.
• Participates in the creation and modification of system or application monitors.
• Inventory Control and Distribution
• Partners with CSM to maintain a comprehensive view of CE hardware across the enterprise.
• Coordinates with Talent Acquisition and L&LD to ensure timely equipment distribution for new hires (onsite and remote).
• Maintains adequate inventory levels across sites to support onsite replacements.
• Tracks employee terminations and partners with CE Supervisors and HR to recover or escalate unreturned equipment.
• Oversees Camelback site inventory, ensuring equipment is secure, organized, properly stored, and up to date.
• Facilitates the transfer of equipment from Camelback to Union Hills as needed.
• Manages equipment lifecycle processes, including transfers between sites, e-waste disposal, and documentation of equipment checkouts, swaps, and returns.
• Coordinates with CE Finance to forecast equipment needs, facilitate new orders, approve purchase orders in Coupa, and submit timely expense reports with proper documentation for tracking purposes.

Qualifications

• Required: Bachelor's Degree in Computer Science, MIS or similar area of study or four years of related experience.
• Preferred: Help Desk Certification A+

Physical Requirements

• 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
• Regularly requires the employee to be able to repeatedly lift and move 50 pounds throughout the course of an 8-hour workday
• Occasionally requires the employee to facilitate the transfer of equipment to and from Camelback & Union Hills locations

Benefits

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.