Analyst II, Technical Support

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

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.

To enable our business to expand our lead in a market increasingly enhanced by technology, WM is undertaking a substantial technology transformation. We are seeking talented Information Technology professionals to join the WM team who are motivated to help us transform the way we design, build and use technology. With your skills and experience, we look for you to combine your technical expertise with industry best practices in an effort to align information technology solutions with Waste Management business strategy.

I. Job Summary
Under minimal supervision, configures and installs complex hardware and software for IT users' desktops, workstations, weigh stations, POS, security cameras 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.

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.

• Responds to complex service desk incidents. Provides complex functional support for onsite field applications and hardware to resolve incidents at remote sites.
• Isolates difficult or ambiguous issues by reproducing the incident, and/or tracing transactions through site specific infrastructure and networks to identify failure points.
• Provides support and acts as liaison for Operational Technology applications and infrastructure.
• Solves for configuration issues at remote site and for truck equipment to include site specific hardware (PCs, laptops, kiosks, workstations, weigh stations, security cameras, POS devices, in truck and mobile tablets, etc.) and associated software.
• Follows-up on incidents passed on to Tier 3 support groups. Coordinates and works with external vendors as needed to resolve facility cabling issues.
• Creates and updates Support and User Guides for frontline support. Train frontline support on new technology as needed.
• Delivers advanced post-development support (including being onsite for new project/program installations and software releases).
• Contributes to creation and modification of complicated system or application monitors.
• Leads Technical Support business initiatives in accordance with Digital Leadership and onsite team members.

III. Supervisory Responsibilities
This job has no supervisory duties.

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

B. Certificates, Licenses, Registrations or Other Requirements

C. Other Knowledge, Skills or Abilities Required
Intermediate knowledge or skills in one or more of the following is required:

• SQL queries and scripting.
• Document user, support and maintenance procedures.
• Document standardized communications to users and management.
• Customer service skills including conflict resolution.
• Effectively communicate with staff, management, end users, and other customers.
• Ability to conceptualize end user steps and processes to readily identify the issue/problem.
• Troubleshooting PC problems and issues.
• Problem solving and analytical skills.
• Trains less experienced end users and staff in resolving more complicated PC technical issues and processes.
• General knowledge of PC systems, hardware and software.
• Knowledge of Software functionality.

V. Work Environment
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.

Normal setting for this job is: office setting and/or landfill/outdoor.

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.

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