WM

Analyst III, Service Desk Support

WM

full-time

Posted on:

Location Type: Hybrid

Location: Houston • United States

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About the role

  • Under minimal supervision, configures and deploys complex software solutions across desktop and mobile environments.
  • Delivers advanced end‑user computing support, resolving sophisticated hardware and software issues through expert diagnostics, while appropriately escalating or delegating complex cases to ensure timely resolution.
  • 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.

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 4 years of relevant work experience
  • 5 years of relevant work experience (in addition to education requirement).
  • Diagnose and resolve end‑user 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 end‑user computing environments, including PC hardware, operating systems, and enterprise applications.
  • Diagnose and resolve complex desktop and application issues through systematic troubleshooting, root‑cause analysis, and workflow evaluation.
  • Translate end‑user business processes into technical problem statements to efficiently isolate and remediate issues.
  • Deliver high‑touch 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 non‑technical users while collaborating seamlessly with IT staff and leadership.
  • Apply strong analytical and problem‑solving skills to troubleshoot persistent or ambiguous PC and application issues in a production environment.
Benefits
  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Short Term Disability
  • Stock Purchase Plan
  • Company match on 401K
  • Paid Vacation
  • Holidays
  • Personal Days
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
network connectivitysystematic troubleshootingroot-cause analysisdata analysisapplication supportPC hardwareoperating systemsenterprise applicationstechnical specificationsincident documentation
Soft Skills
customer supportconsultative approachconflict resolutioncommunicationanalytical skillsproblem-solvingcollaborationrelationship managementescalation managementuser experience improvement