Analyst III, Technical Support

Job Title

Digital Field Analyst

Job Summary

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. 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.

• 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.

Key Skills

End User Computing Support, Desktop Support, Application Support, Incident Management, Troubleshooting, SCCM/MECM, VPN, MS InTune, Hardware & Peripherals, Customer Service, Field Support

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. A. Education and Experience

• 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).

B. Preferred

• 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

C. Other Knowledge, Skills or Abilities Required

• Demonstrates intermediate-level knowledge or skills across three or more of the following functional areas:
• 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.

Work Environment, Physical Requirements and Essential Functions

Listed below are key points regarding the physical demands, physical and occupational risks, and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

• Frequently

• Repetitive motions

• Eye/hand/foot coordination

• Bending, crouching, kneeling, reaching, and standing

• Lifting, carrying, and transporting equipment weighing up to 50 pounds

• Walking within office buildings, data rooms, and customer or market area sites

• Constantly

• Sitting

• Talking

• Hearing

• Travel and Site Visits

• Ability to travel to market area locations and other business sites as needed

• Ability to safely navigate varying site environments, including stairs, uneven surfaces, and confined spaces

• Ability to perform hands-on technical work during site visits, including equipment setup, troubleshooting, and teardown

• Ability to sit, stand, walk, bend, and lift for extended periods during travel or on-site support activities

Office and Field Environment: This position primarily operates in a professional office environment but also requires periodic travel to field or market area sites. The role routinely involves the use of standard office and IT equipment such as computers, phones, docking stations, monitors, cabling, and related hardware.

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.