Analyst III, Technical Support

Waste Management (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, Waste Management is undertaking a substantial technology transformation. We are seeking talented Information Technology professionals to join the Waste Management 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 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.

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.

Key

Skills:

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

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

* 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 Service Now and Microsoft Office applications

* End‑User Collaboration &…