Analyst III, Technical Support

Waste Management, Inc. (WM)•Manassas, VA

86d•Hybrid

About The Position

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. 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.

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).
Demonstrates intermediate‑level knowledge or skills across three or more of the following functional areas: 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.
Ability to travel to market area locations and other business sites as needed
Ability to safely navigate varying site environments, including stairs, uneven surfaces, and confined spaces
Ability to perform hands‑on technical work during site visits, including equipment setup, troubleshooting, and teardown
Ability to sit, stand, walk, bend, and lift for extended periods during travel or on‑site support activities
The role routinely involves the use of standard office and IT equipment such as computers, phones, docking stations, monitors, cabling, and related hardware.
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.

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

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.
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.