Analyst III, Service Desk Support

Waste Management, Inc. (WM)•Houston, TX

2d•Onsite

About The Position

Under minimal 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 4 years of relevant work experience
5 years of relevant work experience (in addition to education requirement).
Diagnose and resolve end‑user network connectivity issues by identifying wired versus wireless failures in desktop docking environments and executing systematic troubleshooting to restore optimal network performance.
Provide advanced technical support for end‑user computing environments, including PC hardware, operating systems, and enterprise applications.
Diagnose and resolve complex desktop and application issues through systematic troubleshooting, root‑cause analysis, and workflow evaluation.
Translate end‑user business processes into technical problem statements to efficiently isolate and remediate issues.
Deliver high‑touch customer support with a consultative approach, managing escalations and resolving conflicts to ensure positive user outcomes.
Document incidents, resolutions, and standardized communications clearly for end users, technical teams, and management.
Communicate technical concepts effectively to non‑technical users while collaborating seamlessly with IT staff and leadership.
Apply strong analytical and problem‑solving skills to troubleshoot persistent or ambiguous PC and application issues in a production environment.

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
Various databases, applications, and technologies including but not limited to:

Responsibilities

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.
Lead the resolution of complex Tier 3 support tickets escalated from the Digital Service Center.
Provide advanced functional and post‑development application support, including client installations.
Diagnose complex or ambiguous issues by reproducing incidents, analyzing data integrity, and tracing transactions across infrastructure to identify root causes.
Coordinate with internal teams and external vendors as needed.
Produce data analysis, technical specifications for development fixes, and contribute to the design and maintenance of advanced system and application monitoring.
Generate operational and ticketing reports and drive technical support initiatives in alignment with senior leadership priorities.
Advise 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.
May coach or mentor less-experienced personnel and act as the team leader on systems projects.