Analyst II, Technical Support

Waste Management, Inc. (WM)•Klamath Falls, OR

2d•$65,700 - $96,370•Onsite

About The Position

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.

Requirements

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).
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; escalate 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.

Nice To Haves

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

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; escalate 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