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IT Support Analyst
IT Support AnalystGLORY • Carrollton, Texas, US
IT Support Analyst

IT Support Analyst

GLORY • Carrollton, Texas, US
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Description

The IS Support Analyst provides second-level technical support to end-users across the organization, collaborating closely with customers and the Global Service Desk. This role is essential to ensuring the reliability and performance of our technology systems by delivering timely, professional support and troubleshooting.

Key Responsibilities

  • Diagnose and resolve client and system-related issues; recommend and implement appropriate solutions, including off-site support for remote users
  • Install, configure, test, maintain, and troubleshoot laptops, desktops, and related hardware / software
  • Configure and support mobile devices; create user accounts and manage access controls per company policy
  • Troubleshoot and repair hardware and network connectivity issues, provide “remote hands” support for Infrastructure team
  • Perform data migration and decommission outdated equipment
  • Identify trends in issue reporting and propose preventive solutions
  • Use ServiceNow ITSM platform to resolve incidents and fulfill service requests within SLA
  • Support local printers and video conferencing systems
  • Participate in IS-related projects as needed
  • Perform other duties as assigned

Skills, Knowledge & Expertise

  • Associate’s degree in Computer Science or related field required; Bachelor’s degree preferred
  • Minimum 2 years of experience in IS support or equivalent combination of education and experience
  • Certifications preferred : Microsoft Operating Systems, A+, Microsoft Office
  • Proficiency in Windows 10 / 11; experience with Azure, O365, Intune, Entra, and Defender
  • Familiarity with web filtering tools (e.g., Cisco Umbrella) and desktop software (BitLocker, VPN, browsers)
  • Understanding of telecom and unified communication systems
  • Strong knowledge of network troubleshooting (DNS, DHCP, TCP / IP, configuration management)
  • Excellent customer service and communication skills — able to engage with both technical and non-technical users
  • Strong analytical and problem-solving abilities
  • Highly organized with attention to detail and follow-through
  • Self-motivated, proactive, and able to work independently or in a team

    • Job Benefits

  • 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate.

    • Plus, Glory matches 3% up to 6% of your contribution

  • Health insurance – 3 medical plans to choose from.  High, Medium and Low deductible through Blue Cross Blue Shield
  • MDLive – 24 / 7 Virtual Doctor plus a Nurse Line
  • Dental insurance
  • Vision insurance
  • FSA / Dependent Care
  • Voluntary Life Insurance
  • Basic Life insurance and AD&D – Company paid
  • Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
  • Paid Vacation – start with a prorated amount of hours your first year depending on start date.  80 vacation hours earning your first full year and vacation hours increase based on years of service
  • Paid Sick days based on City / State requirements
  • Paid Holidays – 9 to 11 days based on start date
  • Professional development assistance
  • Education assistance
  • Adoption Assistance
  • Paid Parental Leave
  • Legal and ID Theft plans
  • Annual Bonus opportunity
  • Opportunities for internal promotions / career advancement

    • Global Leaders in Customer Experience Automation

    With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes.

    Why Join Us

    Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.

    Glory Values

    The Glory Values are our ethos of working together, diversity and innovation : a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.

  • Customer Delight. We put our customers first.
  • Integrity. We do the right thing, always.
  • Innovation. We embrace new challenges and share the future.
  • Speed. We move fast, that’s how we stay ahead.
  • Diversity & Respect. We value the strength in our differences.
  • Teamwork. We succeed together.
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    It Support Analyst • Carrollton, Texas, US