Analyst II, Technical Support

Waste Management Inc.; Central Point (OR); On-site; USD 65,700 - 96,370; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K Company Match

Paid Vacation

Stock Purchase Plan

Job summary

A leading waste management company seeks a dedicated IT Support Specialist. In this role, you will provide desktop and application support, ensuring user satisfaction through effective troubleshooting and collaboration with IT. Candidates should possess a Bachelor’s degree in Computer Science or a related field, with relevant experience in IT support. The position offers a competitive salary range of $65,700 to $96,370 along with bonuses and comprehensive benefits including medical, dental, and a 401K plan.

Qualifications

• 3 years of prior work experience in IT support.
• Experience troubleshooting end user computing issues.
• Knowledge of desktop applications and support methods.

Responsibilities

• Provide IT support to corporate users through effective troubleshooting.
• Support application issues across office and field environments.
• Collaborate with IT teams and vendors for issue resolution.

Skills

End User Computing Support

Desktop Support

Incident Management

Troubleshooting

Customer Service

Education

Bachelor's Degree in Computer Science or related field

High School Diploma or GED

Tools

ServiceNow

Microsoft Office

Job description

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.

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; escape 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.

Qualifications

• 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).
• 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; escape 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.
• 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.

Physical Requirements

• 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.

The expected base pay range for this on‑site position is $65,700 - $96,370. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

In addition, this position is eligible for a bonus.

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.