Analyst III, Technical Support

Duties And 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.
• 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.
• Collaborates 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.
• Advise 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.

Qualifications

• 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).

Supervisory Responsibilities

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

Other Knowledge, Skills or Abilities Required

• Diagnose and resolve end-user network connectivity issues by identifying wired versus wireless failures in desktop docking environments and executing systematic troubleshooting to restore optimal network performance.
• Provide advanced technical support for end-user computing environments, including PC hardware, operating systems, and enterprise applications.
• Diagnose and resolve complex desktop and application issues through systematic troubleshooting, root-cause analysis, and workflow evaluation.
• Translate end-user business processes into technical problem statements to efficiently isolate and remediate issues.
• Document incidents, resolutions, and standardized communications clearly for end users, technical teams, and management.
• Communicate technical concepts effectively to non-technical users while collaborating seamlessly with IT staff and leadership.
• Apply strong analytical and problem-solving skills to troubleshoot persistent or ambiguous PC and application issues in a production environment.

Other Knowledge, Skills or Abilities that Contribute to Success

• 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.
• Variety of databases, applications, and technologies including but not limited to: Work with various databases, applications, and technologies such as Workday, Salesforce, SAP, and custom applications.

Reasonable Accommodations

• The expected base pay range for this on-site position is $84,700 - $124,000.
• 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 a bonus.
• Benefits At Waste Management, 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.