Analyst I, Technical Support (Ce - Tools And Technology)

I. Job Summary

Under supervision, manages CE equipment and inventory. Provides entry-level technical support for software and hardware computing. Assists in troubleshooting to readily identify problems and/or technical issues and escalates to the appropriate staff for resolution.

II. Essential Duties and Responsibilities

A. Technical Troubleshooting

• Provides basic functional support of applications, isolates issues, and distributes the ticket to the appropriate team for resolution.
• Under supervision, isolates issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure points.
• Partners with the digital team to research and identify the root cause. Tracks and trends chronic and ongoing issues to highlight technological gaps affecting business continuity
• Facilitates the resolution of tickets passed on to any Tier 3 support group, working with external vendors as needed.
• Creates and updates Support and User Guides.
• Assists in post-development support (including client installations).
• Provides management ticket reports, Pareto Report, and various others.
• Participates in the creation and modification of system or application monitors.

B. Inventory Control and Distribution

• Partners with CSM to maintain a comprehensive view of CE hardware across the enterprise
• Coordinates with Talent Acquisition and L&LD to ensure timely equipment distribution for new hires (onsite and remote)
• Monitors equipment request systems and manages shipment of replacement hardware to remote employees
• Maintains adequate inventory levels across sites to support onsite replacements
• Tracks employee terminations and partners with CE Supervisors and HR to recover or escalate unreturned equipment
• Oversees Camelback site inventory, ensuring equipment is secure, organized, properly stored, and up to date
• Facilitates the transfer of equipment from Camelback to Union Hills as needed
• Manages equipment lifecycle processes, including transfers between sites, e-waste disposal, and documentation of equipment checkouts, swaps, and returns
Coordinates with CE Finance to forecast equipment needs, facilitate new orders, approve purchase orders in Coupa, and submit timely expense reports with proper documentation for tracking purposes

III. Qualifications

A. Required Qualifications

• Bachelor's Degree in Computer Science, MIS or similar area of study or four years of related experience.
• Bachelor's Degree and one year of related experience.

B. Preferred Qualifications

• Help Desk Certification
• A+

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
• Regularly requires the employee to be able to repeatedly lift and move 50 pounds throughout the course of an 8-hour workday
Occasionally requires the employee to facilitate the transfer of equipment to and from Camelback & Union Hills locations

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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