Analyst II, Technical Support

WM; Kansas City (KS); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short Term Disability

Stock Purchase Plan

401K Match

Paid Vacation/Holidays/Personal Days

Job summary

WM is seeking an experienced IT Support Specialist to configure and install software for desktops and mobile devices, provide Tier 2 support, and collaborate with IT teams and vendors to resolve issues.

The role involves troubleshooting, installations, and upgrades, with travel to market area sites. A Bachelor's degree or equivalent experience is required, plus several years in end-user computing and incident management. Solid communication and documentation skills are essential.

Qualifications

• Bachelor's degree or four years of relevant work experience.
• 3 years of prior work experience.
• 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/WiFi connectivity, docking stations, PC hardware, Windows OS, and peripherals.

Responsibilities

• Provide reliable, customer focused IT support to market and corporate users through effective troubleshooting, collaboration, and escalation.
• Support Tier 2 and select Tier 3 tickets escalated from the Digital Service Center; accelerate 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.

Skills

End User Computing Support

Desktop Support

Application Support

Incident Management

Troubleshooting

SCCM/MECM

VPN

MS InTune

Hardware & Peripherals

Customer Service

Field Support

Education

Bachelor's Degree (accredited) in Computer Science, MIS, or similar area of study

High School Diploma or GED with four years of relevant work experience

Tools

ServiceNow

Microsoft Office

Job description

I. 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.

• 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; accelerate 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

II. Essential Duties And 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; accelerate 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

III. 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; elevate 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

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• 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.

• 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.