Analyst III, Technical Support
About the role
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. Offers advanced troubleshooting to identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution.
Responsibilities
- 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.
- Lead the resolution of complex Tier 3 support tickets escalated from the Digital Service Center.
- Provide advanced functional and post-development application support, including client installations.
- Diagnose complex or ambiguous issues by reproducing incidents, analyzing data integrity, and tracing transactions across infrastructure to identify root causes. Coordinate with internal teams and external vendors as needed.
- Produce data analysis, technical specifications for development fixes, and contribute to the design and maintenance of advanced system and application monitoring.
- Generate operational and ticketing reports and drive technical support initiatives in alignment with senior leadership priorities.
- Advise market area teams on IT equipment solutions, providing end-to-end support through research, analysis, and coordinated quote development with internal teams.
- 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.
Skills
- End User Computing Support
- Desktop Support
- Application Support
- Incident Management
- Troubleshooting
- SCCM/MECM
- VPN
- MS InTune
- Hardware & Peripherals
- Customer Service
- Field Support
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).
Qualifications
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.
Physical Requirements
- Repetitive Motions
- Eye/Hand/Foot Coordination
- Sitting
- Talking
- Hearing
This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
Pay
The expected base pay range for this office/on-site position is $77,000.00 - $95,000.00. 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.
Benefits
At WM, each eligible employee receives a competitive total compensation package that includes:
- Medical, dental, vision, life insurance, and short-term disability.
- Stock purchase plan.
- Company matching on a 401(k).
- Paid vacation, holidays, and personal days.
Please note that benefits may vary by site.