IT Support Analyst

IT Support Analyst

Department: IS - Service Delivery

Employment Type: Permanent - Full Time

Location: United States/Carrollton, TX

Reporting To: Americas IS Operations Director

Compensation: $22.00 - $28.00 / hour

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.

• 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• Perform data migration and decommission outdated equipment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 Service Now 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

• 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 (Bit Locker, 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

• 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  plans
• Annual Bonus opportunity
• Opportunities for internal promotions/career advancement