Analyst II, Technical Support

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

To enable our business to expand our lead in a market increasingly enhanced by technology, Waste Management is undertaking a substantial technology transformation. We are seeking talented Information Technology professionals to join the Waste Management team who are motivated to help us transform the way we design, build and use technology. With your skills and experience, we look for you to combine your technical expertise with industry best practices in an effort to align information technology solutions with Waste Management business strategy.

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.

II. Duties and Responsibilities 
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned. 

Processes more complex help desk tickets passed on from ITSC. Provides moderately-complex functional support of applications, isolates issues and distributes ticket to the appropriate team for resolution. Isolates higher level issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point. Creates DB scripts to correct invalid data within the database. Facilitates the resolution of tickets passed on to any Tier 3 support group, working with external vendors as needed. Creates and updates Support and User Guides. Delivers post-development support (including client installations). Provides management ticket reports, Pareto Report, and various others. Contributes in creation and modification of system or application monitors.

III. Supervisory Responsibilities
This job has no supervisory duties. 

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US. 

A. Education and Experience

Education: 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. Experience: Three years of relevant work experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

None Required

C. Other Knowledge, Skills or Abilities Required
Intermediate knowledge or skills in one or more of the following is required:

SQL queries and scripting. Document user, support and maintenance procedures. Document standardized communications to users and management. Customer service skills including conflict resolution. Effectively communicate with staff, management, end users, and other customers. Ability to conceptualize end user steps and processes to readily identify the issue/problem. Troubleshooting PC problems and issues. Problem solving and analytical skills. Trains less experienced end users and staff in resolving more complicated PC technical issues and processes. General knowledge of PC systems, hardware and software. Knowledge of Software functionality.

V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: office setting and/or landfill/outdoor.
 

The expected base pay range for this position across the U.S.is $77500 - $110000. 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, traini