Senior Technical Support Analyst Jobs in Rochester, NY

I. 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.
II. Essential Duties and Responsibilities

• As Digital Field Analyst, serve as the trusted IT resource responsible for building and managing market, corporate, and thirdparty relationships while leading complex IT issues to timely completion.
• Leads the resolution of complex Tier 3 support tickets escalated from the Digital Service Center.
• Provides advanced functional and postdevelopment application support, including client installations.
• Diagnoses complex or ambiguous issues by reproducing incidents, analyzing data integrity, and tracing transactions across infrastructure to identify root causes. 
• Coordinates with internal teams and external vendors as needed. 
• Produces data analysis, technical specifications for development fixes, and contributes to the design and maintenance of advanced system and application monitoring. 
• Generates operational and ticketing reports and drives technical support initiatives in alignment with senior leadership priorities.
• Advises market area teams on IT equipment solutions, providing endtoend support through research, analysis, and coordinated quote development with internal teams
• Willingness to travel to market area sites to deliver frontline, onsite IT support, ensuring rapid issue resolution and minimal business disruption.
• Provide handson technical assistance to end users in field locations, delivering hightouch customer service and serving as a trusted IT point of contact.
• Support desktop, hardware, software, and application needs for users online, in call queue and on site, partnering with multiple teams to resolve issues and improve user experience.

Key Skills: End User Computing Support, Desktop Support, Application Support, Incident Management, Troubleshooting, SCCM/MECM, VPN, MS InTune, Hardware & Peripherals, Customer Service, Field Support

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

B. 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
• EndUser Collaboration & Audio/Video Support
• Network & Connectivity Troubleshooting
• Microsoft 365 / Office Support
• Hardware & Peripherals (DeskSide 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

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
 

Pay: The expected base pay range for this office/on-site position is $77,000.00 - $95,000.00. 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, training, certifications, qualifications, and work location. 

V. 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. 

If this sounds like the opportunity that you have been looking for, please click Apply.

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of postconsumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gastoelectricity plants in North America. WM's fleet includes more than 12,000 natural gas trucks - the largest heavyduty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company's sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States:  WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada:  WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSAapproved alternative.