What are the responsibilities and job description for the IT Support Analyst position at GLORY?
Department: IS - Service Delivery
Location: United States/Carrollton, TX
Compensation: $22.00 - $28.00 / hour
The IS Support Analyst is responsible for providing second-level technical support and assistance to end-users within the organization, working closely with customers and the Global Service Desk. This position plays a crucial role in maintaining the efficiency and reliability of the organization's technology and information systems by delivering prompt and effective support in a highly professional manner.
Key Responsibilities
- Perform analysis, diagnosis, and resolution of client and system related problems and recommend/implement correct solutions including off-site repair for remote users as needed
- Install, configure, test, maintain, monitor, and troubleshoot laptops, desktops, and related hardware and software
- Configure and support hand held mobile devices Create user accounts and manage access control based on company policies.
- Assist in troubleshoot and repair hardware and network connectivity issues
- Remove old equipment and perform data migration to new machines
- Analyze and identify trends in issue reporting and devising preventive solutions
- Using ITSM platform ServiceNow for the resolution of Incidents and fulfilment of Service Requests within SLA.
- Supporting projects as required.
- Administration of local Printer and Video conferencing solutions
- Other duties as assigned
- Associate's Degree in Computer Science or equivalent required; Bachelor's Degree preferred
- Minimum 2 years' relevant experience within IS support; or equivalent combination of education and experience.
- Certifications in MS Operating Systems, A Certification, or MS Office application preferred
- Experience with various version of Windows Desktop OS. Windows 10/11 qualified preferred
- Experience with Azure, O365, MS Intune including Entra and Defender, preferably qualified.
- Experience with Web Filtering solutions such as Cisco Umbrella.
- Experience with typical desktop software (BitLocker encryption, browsers, VPN)
- Knowledge of telecoms and unified communication solutions.
- Knowledge of network troubleshooting for PCs and peripherals, configurations management, DNS, DHCP and TCP/IP connectivity.
- Ability to maintain patience, a customer-friendly attitude and work in a team environment
- High degree of problem-solving and analytical abilities
- Strong verbal and written communication skills, with the ability to effectively communicate with non-technical and technical people
- Strong working knowledge and demonstrated experience in IS systems
- Excellent organizational and follow-up skills with strong attention to detail
- Highly motivated
- Excellent Customer Service skills.
- Excellent troubleshooting capabilities.
- Good technical mindset.
- Good attention to detail.
- Ability to take initiative and work unsupervised
Salary : $22 - $28
