Analyst III, Technical Support

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.

I. Job Summary
Under minimal supervision, configures and deploys complex software solutions across desktop and mobile environments. Delivers advanced enduser computing support, resolving sophisticated hardware and software issues through expert diagnostics, while appropriately escalating or delegating complex cases to ensure timely 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. 

• 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.
   

III. Supervisory Responsibilities
May coach or mentor less-experienced personnel and act as the team leader on systems projects.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. 
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 4 years of relevant work experience
• Experience: 5 years of relevant work experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

• Ability to travel locally up to 60% 

C. Other Knowledge, Skills or Abilities Required

• Diagnose and resolve enduser network connectivity issues by identifying wired versus wireless failures in desktop docking environments and executing systematic troubleshooting to restore optimal network performance.
• Provide advanced technical support for enduser computing environments, including PC hardware, operating systems, and enterprise applications.
• Diagnose and resolve complex desktop and application issues through systematic troubleshooting, rootcause analysis, and workflow evaluation.
• Translate enduser business processes into technical problem statements to efficiently isolate and remediate issues.
• Deliver hightouch customer support with a consultative approach, managing escalations and resolving conflicts to ensure positive user outcomes.
• Document incidents, resolutions, and standardized communications clearly for end users, technical teams, and management.
• Communicate technical concepts effectively to nontechnical users while collaborating seamlessly with IT staff and leadership.
• Apply strong analytical and problemsolving skills to troubleshoot persistent or ambiguous PC and application issues in a production environment.
   

D. Other Knowledge, Skills or Abilities that Contribute to Success

May require advanced skills in one or more of the following:

• 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
• Various databases, applications, and technologies including but not limited to: 

V. Work Environment and Essential Functions
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. Note: the following is defaulted for office setting position:
Normal setting for this job is: office setting.

In addition, this position is eligible for a bonus.
 

Pay: The expected base pay range for this on-site or position is CAD:$80,640 - $118,214. 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.

In addition, this position is eligible for bonus. 
 

Benefits
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our 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.

ABOUT WM

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.

What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It's a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family - from benefits, to resources and engagement activities.