IT Support Analyst

Job Description

Join Our Growing Team as an IT Support Analyst!

The IT Support Analyst is responsible for providing 1st level support and resolving IT problems. This includes internal assistance at the Dallas ECAM office and staff working remotely at GardaWorld's branches and customer locations.


What's in it for You:

• Competitive Hourly Rate: $25.00 - $27.00

• Work Site Location: Addison, TX

• Set Schedule: Monday through Friday, 9:00 a.m. to 6:00 p.m. This position may require long hours, and weekend work as needed and assigned by management.

• Comprehensive Benefits: Medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.

• Career Growth: Many potential opportunities to work with higher-level teams within IT and the business overall globally.

Your Responsibilities:

• Respond to user service requests and incidents and provide timely technical support following established SLAs and KPIs.

• Troubleshoot first-line technical issues.

• Diagnose and resolve hardware and software issues related to laptops, phones, printers, and other peripherals.

• Escalate complex issues as required to appropriate support.

• Set up hardware for end user deployment as needed.

• Install, configure, and maintain software applications, operating systems, and network components.

• Collaborate with other IT teams to escalate complex issues and ensure timely resolution.

• Document support requests, solutions, and troubleshooting steps in a knowledge base.

• Assist with user account management, password resets, and access permissions.

• Monitor and maintain IT inventory, including hardware and software licenses.

• Assist users with mobile device setup, configuration, and troubleshooting (e.g., smartphones, tablets).

• Participate in cross-functional projects and initiatives.

• Participate in on-call rotations for after-hours support.

• Perform other duties as assigned.

Your Qualifications:

• Associate degree in Computer Science, Information Technology, OR related field experience of 3+ years.

• Proven experience in IT support, help desk, or technical troubleshooting.

• Strong knowledge of Windows operating systems. MacOS is a plus.

• Knowledge of Active Directory, Microsoft Office 365 and basic networking.

• Excellent problem-solving skills and the ability to learn quickly.

• Teamwork-driven.

• Customer-oriented approach with effective communication and interpersonal skills.

• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, HDI, or ITIL Foundation are a plus.

• Authorized to work in the United States.

• Able to pass an extensive screening process including a background check and drug screen.

Your Skills and Competencies:

• Multi-tasking and ticket prioritization

• Clear written and verbal communication with technical and non-technical users

• Active listening to understand user problems

• Email and ticket documentation proficiency

• Patience and empathy with frustrated end-users

• Professional demeanor under pressure

• User-focused problem-solving approach

• First-contact resolution mindset

• Ability to follow training materials and documentation

• Documentation of solutions for future reference

• Ability to follow checklists and standard procedures

• Time estimation and deadline awareness

• Ability to research solutions independently

GardaWorld: Make the World a Safer Place


In the United States, GardaWorld Security remains the only guarding security company to be Certified by Great Place to Work. This could be more than a job - 26% of our corporate employees started as frontline workers.


GardaWorld Security is a global champion in sophisticated and tailored security solutions, employing and training highly skilled and dedicated professionals across the globe, offering a wealth of opportunities to individuals looking to gain experience and develop professionally in a growing industry.


It is the policy of GardaWorld Security Services to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, GardaWorld Security Services complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of GardaWorld Security Services not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.