Analyst II, Technical Support

Waste Management, Inc. (WM)•Biloxi, MS

87d•Hybrid

About The Position

Under general supervision, configures and deploys complex software solutions across desktop and mobile environments. Delivers advanced end-user computing support, resolving sophisticated hardware and software issues through expert diagnostics, while appropriately escalating or delegating complex cases to ensure timely resolution.

Requirements

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).
Demonstrates working to intermediate skills in two (2) or more of the following: 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.

Nice To Haves

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.

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. Travel will be required and fluctuate pending business needs.