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Reference # : 18-03465 Title : Technical Support Analyst II
Location : Kansas City, KS
Experience Level : Start Date : 04/11/2018  

I. Job Summary
Under remote supervision, administers, analyzes, and/or supports information systems operations and provides technical direction and recommendations to improve utilization. Performs a broad-spectrum of onsite and remote Microsoft Windows Server, Network, and PC-related end user support to a defined region of the WM corporate environment (including new technology roll-outs and deployments, 1st and 2nd level troubleshooting, break-fix, and preventive maintenance). Provides BETA test software packages and Images while providing comprehensive feedback.

II. Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned. Performs production support (Strong Level 2 and some Level 3) at field-based locations, following approved IT Guidelines. Generates innovative solutions by approaching problems with curiosity and open mindedness, using existing information to its fullest potential. Establishes high standards in managing and meeting project deadlines while delivering high-quality services and project artifacts. Builds working relationships within and between teams in order to elicit requirements from various personalities across organizational and geographical boundaries. Escalates problems and issues to the correct higher level of support. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction. Provides input to Area management in regard to IT system functioning, such as equipment needs, software needs and interconnectivity. Ensures software license compliance. Attends management meetings in assigned Area and provides interface with management regarding IT system functioning. Provides timely and accurate time and incident reporting to management, by utilizing the approved reporting software and procedures Assists with BETA testing of software packages and/or Image releases. Assists in the execution of all testing activities and providing test data as required for all testing (user roles and scopes, dummy data, etc.). Acts as a liaison between the end-user and Level 3 support for Waste Management's proprietary business applications. Performs deployment and turn-up activities as required by the business. Involves end users in processes of change to enhance "buy in? and usability of final product. Provides 24x7 on call support as required.
Field IT/Corporate Desktop 2IT___ 2

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.
A. Education and Experience
Required: Bachelor's Degree in Computer Science, MIS, Business Administration or similar area of study. Three years of related experience. An additional four years of related experience may substitute for the Bachelor's degree. Preferred: Bachelor's Degree in Computer Science, MIS or Business Administration and three years of related experience.
B. Certificates, Licenses, Registrations or Other Requirements
None required.
Preferred: Microsoft and/or CompTIA certifications.
C. Other Knowledge, Skills or Abilities Required
Intermediate knowledge or skills in the majority of the following is required: Demonstrated proficiency in Computer/software installation, maintenance, configuration, and trouble-shooting skills. Understand and deliver basic non-complex to medium complex solutions. Knowledge of networking components. Familiarity with standard software, including enterprise applications (COMPASS, Fastlane, etc.). Knowledge of telephony systems and wireless devices (blackberry devices, air cards). Internet Browser application troubleshooting and break-fix experience. Working knowledge of a range of diagnostic utilities. Experience with remote support of computer hardware and trouble ticket tracking software. Keen attention to detail, strong organization skills, ownership and accountability. Ability to self-manage and conducts oneself in keeping with business protocol, Corporate guidelines, and time management. Ability with server support, including backup/restoration methods, troubleshooting, and problem resolution. Ability to implement medium to highly complexity solutions and processes that others design. Ability to work in fast-paced and team-oriented environment.
Field IT/Corporate Desktop 2IT___ 3
Ability to multi-task, meet deadlines, and anticipates team needs along with ability to operate and promote an environment of teamwork. Proficiency in Microsoft Office and other desktop software packages. Ability to effectively communicate both verbally and in writing and develop business relationships with Area Personnel (both technical and non-technical). Ability to work successfully on a team and ask for clarification if something is unclear. Maintains and enhances customer relationships by providing courteous, friendly, and efficient, world-class customer service. Able to quickly learn new concepts and apply to the organization's environment and direction. Must be flexible and willing to undertake a wide variety of challenging tasks. Reliable transportation and flexible hours due to travel requirements. Ability to lift up to 50 pounds.
D. Other Knowledge, Skills or Abilities that Contribute to Success
None required

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] Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day; Required to exert physical effort in handling objects less than 30 pounds rarely; Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely; Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely; Normal setting for this job is: office setting.