GLORY

IS Support Analyst

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This position is the primary point of contact for Glory Global Solutions employees seeking assistance with IS issues. This role will troubleshoot and resolve problems that are logged via the Service Desk system (Service Now). This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, software and technology related equipment to ensure optimal performance. The IS Support Analyst deals with all IS procurement requirements and mobile telecommunications, while working closely with clients, processing incidents and assisting with defining improvement actions needed.
  • 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 polic.
  • 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connectivity issues, provide “remote hands” support for Infrastructure team • Perform data migration and decommission outdated equipment.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
REQUIRED EDUCATION AND QUALIFICATIONS
  • 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 Internal Document

REQUIRED SKILLS AND COMPETENCIES
  • 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

Language Ability:
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format.

Math Ability:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:
To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Inventory software; Internet software; Order processing systems; Project Management software and Contact Management systems.