Analyst II, Technical Support

I. Job Summary Under general supervision, configures and installs moderately complex software for IT users' desktops and mobile devices. Provides intermediate technical support (through Tier 2) for software and hardware of end-user computing. Provides troubleshooting to readily identify problems and/or technical issues and escalates to appropriate staff for resolution. II. Essential Duties and Responsibilities Provide reliable, customer focused IT support to market and corporate users through effective troubleshooting, collaboration, and escalation. Support desktop, hardware, software, and application issues across office and field environments while developing technical expertise and stakeholder relationships. Support Tier 2 and select Tier 3 tickets escalated from the Digital Service Center; elevate complex issues as needed Troubleshoot moderately complex desktop, application, network, and hardware issues by reproducing incidents and validating configurations Provide functional and post development application support, including client installations and upgrades Collaborate with internal IT teams and external vendors to support timely issue resolution Assist with data analysis, documentation, and technical inputs for system fixes and enhancements Contribute to operational and ticketing reports and support team led technical initiatives Advise users on standard IT equipment options and assist with research and quote coordination Provide hands-on, frontline IT support for users online, in call queues, and on site Willingness to travel to market area sites to support end users and IT equipment as needed, up to 60% in a week. III. Qualifications A. Required Qualifications 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 four years of relevant work experience. 3 years of prior work experience (in addition to education requirement). B. Other Knowledge, Skills, or Abilities Required End User Computing Support, Desktop Support, Application Support, Incident Management, Troubleshooting, SCCM/MECM, VPN, MS InTune, Hardware & Peripherals, Customer Service, Field Support Network & endpoint support: troubleshoot wired/Wi Fi connectivity, docking stations, PC hardware, Windows OS, and peripherals. Incident troubleshooting: reproduce issues, validate configurations, follow standard diagnostics; elevate complex or unresolved issues. Application support: support standard enterprise applications; assist with installations, upgrades, and basic post deployment issues. Customer & communication skills: deliver responsive end user support; explain technical issues to non technical users; collaborate with IT teams. Documentation & analysis: document incidents and resolutions in ITSM tools; apply analytical skills to recurring or moderately complex issues. C. 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 IV. Physical Requirements Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. 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 Combination: This job operates in a mix between an office environment and plant/field environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. The expected base pay range for this on-site position is $65700 - $96370. 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. V. Benefits At WM, 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. Equal Opportunity Employer: Minority/Female/Disability/Veteran #J-18808-Ljbffr WM