Analyst III, Technical Support

WM; Newtown (PA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company matching

Stock purchase plan

Paid vacation and holidays

Job summary

WM is seeking an experienced IT Support professional based in Newtown, Pennsylvania to configure and install software for desktops and mobile devices. This role involves troubleshooting complex technical issues, providing support for applications, and managing help desk tickets.

The ideal candidate will have a Bachelor's Degree in Computer Science or a related field, or relevant work experience. Benefits include medical, dental, and vacation days, along with a competitive compensation package.

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 4 years of relevant work experience.
• 5 years of relevant work experience (in addition to education requirement).

Responsibilities

• Processes complex help desk tickets and provides functional support.
• Isolates and reproduces difficult issues to identify failure points.
• Creates DB scripts to correct invalid data within the database.
• Leads Technical Support business initiatives.

Skills

Advanced technical support

Troubleshooting

Data mining

Application support

Education

Bachelor's Degree in Computer Science or similar

High School Diploma or GED with 4 years of experience

Job description

Job Summary

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.

Essential Duties And Responsibilities

• Processes complex help desk tickets passed on from ITSC. Provides complex functional support of applications, isolates issues and distributes ticket to the appropriate team for resolution.
• Isolates difficult or ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.
• Provides data mining, writing specifications for development fixes and configuration of hardware and software.
• Creates DB scripts to correct invalid data within the database.
• Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed.
• Creates and updates Support and User Guides.
• Delivers advanced post-development support (including client installations).
• Provides management ticket reports, Pareto Report, and various others.
• Contributes in creation and modification of complicated system or application monitors.
• Leads Technical Support business initiatives in accordance with Senior Leadership.

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 4 years of relevant work experience
• 5 years of relevant work experience (in addition to education requirement).

Physical Requirements

• Repetitive Motions
• Eye/Hand/Foot Coordination
• Sitting
• Talking
• Hearing

Benefits

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.