WM

Analyst II, Technical Support

WM  •  Kansas City, KS (Onsite)  •  17 days ago
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Job Description


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; escalate 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


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; escalate 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.

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.

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

ABOUT WM
WM ( WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons, or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.

WM

About WM

WM is North America's leading provider of integrated environmental solutions. We partner with our customers and communities to manage and reduce waste from collection to disposal while recovering valuable resources and creating clean, renewable energy. We are on a quest for environmental performance, a mission to maximize resource value, while minimizing – and even eliminating – environmental impact so that both our economy and our environment can thrive.

WM tailors its services to meet the needs of each customer group and to ensure consistent, superior service at the local level. Headquartered in Houston, the company serves nearly 20 million municipal, commercial, industrial, and residential customers through a network of 367 collection operations, 355 transfer stations, 273 active landfill disposal sites, 16 waste-to-energy plants, 104 recycling plants, and 111 beneficial-use landfill gas projects.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
Houston, Texas
Year Founded
Unknown
Website
wm.com
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