IS Support Specialist

IS Support Specialist

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 Specialist will work with the Infrastructure Management team to assist in maintaining networking equipment and server infrastructure. The IS Support Specialist deals with all IS procurement requirements and mobile telecommunications, while working closely with clients, processing incidents and assisting with defining improvement actions needed.

· Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades

· Maintain an accurate and current inventory of all hardware assets, laptop computers, desktop computers and mobile devices

· Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule

· Perform analysis, diagnosis, and resolution of client 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

· Liaise with and provide training and support to IS clients

· Configure and support handheld mobile devices

· Analyze and make recommendations for hardware and software standardization

· Create user accounts and manage access control based on company policies

· Analyze, troubleshoot, and resolve system hardware, software, and networking issues

· Perform system backups and recovery

· Troubleshoot and repair hardware and network connectivity issues

· Remove old equipment and perform data migration to new machines

· Field incoming help requests and log activity through generating work tickets

· Research and resolve difficult and complex problems

· Analyze and identify trends in issue reporting and devising preventive solutions

· Provide assistance to Infrastructure management to maintain a stable server, communication, and network infrastructure environment

· Other duties as assigned

· Associate's Degree in Computer Science or equivalent required; Bachelor's Degree preferred

· Certifications in MS Operating Systems, A+ Certification, or MS Office/Azure applications preferred

· Minimum 5 years' relevant experience within IS support

· Bilingual – Spanish & English

· Knowledge of current PC software, hardware, desktop operating systems (Windows 10/11), and Office productivity software

· Experience with MS Azure, O365, InTune, EntraID, Defender and Active Directory

· 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

The Glory Values reflect behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Customer Delight – We put our customers first

Integrity – We do the right thing, always

Innovation – We embrace new challenges and shape 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