IT Support Analyst II — End-User & Field Tech

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

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.