Job DescriptionI. Job SummaryUnder 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 third-party 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 post-development 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 end-to-end support through research, analysis, and coordinated quote development with internal teams
- Willingness to travel to market area sites to deliver front-line, on-site IT support, ensuring rapid issue resolution and minimal business disruption.
- Provide hands-on technical assistance to end users in field locations, delivering high-touch 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
- End-User Collaboration & Audio/Video Support
- Network & Connectivity Troubleshooting
- Microsoft 365 / Office Support
- Hardware & Peripherals (Desk-Side Support)
- Software Deployment & Remote Access
IV. Physical RequirementsListed 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.
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