Analyst III, Technical Support

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.

• Processes complex help desk tickets passed on from ITSC. Provides complex functional support of applications, isolates issues and distributes ticket to the appropriate team for resolution.
• Isolates difficult or ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.
• Provides data mining, writing specifications for development fixes and configuration of hardware and software.
• Creates DB scripts to correct invalid data within the database.
• Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed.
• Creates and updates Support and User Guides.
• Delivers advanced post-development support (including client installations).
• Provides management ticket reports, Pareto Report, and various others.
• Contributes in creation and modification of complicated system or application monitors.
• Leads Technical Support business initiatives in accordance with Senior Leadership.

• 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).

• Repetitive Motions
• Eye/Hand/Foot Coordination
• Sitting
• Talking
• Hearing

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.