Analyst III, Service Desk Support

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.

I. Job Summary

Under minimal supervision, configures and deploys complex software solutions across desktop and mobile environments. Delivers advanced end-user computing support, resolving sophisticated hardware and software issues through expert diagnostics, while appropriately escalating or delegating complex cases to ensure timely resolution.

II. Duties and Responsibilities

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

• As Digital Field Analyst, 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.

• Coordinates 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.

• Advises 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.

III. Supervisory Responsibilities

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

IV. 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 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

• 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.

• Deliver high-touch customer support with a consultative approach, managing escalations and resolving conflicts to ensure positive user outcomes.

• 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.

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

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

• 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

• Various databases, applications, and technologies including but not limited to:

V. 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.

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. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

Equal Opportunity Employer: Minority/Female/Disability/Veteran