Analyst III, Technical Support

WM•Rochester, NY

13h•Onsite

About The Position

Under minimal supervision, this role configures and installs complex software for IT users' desktops and mobile devices. It provides advanced technical support for software and hardware of end-user computing, and advanced troubleshooting to identify complex or ambiguous problems and/or technical issues, escalating or delegating to appropriate staff for resolution. As a Digital Field Analyst, this role serves as the trusted IT resource responsible for building and managing market, corporate, and third‑party relationships while leading complex IT issues to timely completion. It 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, and diagnoses complex or ambiguous issues by reproducing incidents, analyzing data integrity, and tracing transactions across infrastructure to identify root causes. The role coordinates with internal teams and external vendors, produces data analysis and technical specifications for development fixes, and contributes to the design and maintenance of advanced system and application monitoring. It generates operational and ticketing reports and drives technical support initiatives in alignment with senior leadership priorities. Additionally, it advises market area teams on IT equipment solutions, providing end‑to‑end support through research, analysis, and coordinated quote development with internal teams. There is a willingness to travel to market area sites to deliver front‑line, on‑site IT support, ensuring rapid issue resolution and minimal business disruption. The role provides hands‑on technical assistance to end users in field locations, delivering high‑touch customer service and serving as a trusted IT point of contact. It supports 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)
End User Computing Support
Desktop Support
Application Support
Incident Management
Troubleshooting
SCCM/MECM
VPN
MS InTune
Hardware & Peripherals
Customer Service
Field Support

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 and technical specifications for development fixes.
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.
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.