IT Support Analyst

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Who We Are Looking For

The IT Support Analyst is responsible for providing 1^st level technical support to Crisis24 end users in office, and remotely. This role involves diagnosing and resolving hardware, software, and other IT-related issues while maintaining a high level of customer service. A strong focus on problem-solving, communication, multitasking and continuous improvement is essential for this role.

This is a full-time, hourly, non-exempt position. Regular hours are Monday-Friday in-office at the Boca Raton, FL office, with emergency on-call rotation during the week and on weekends. This position may require occasional long hours and weekend work.

What You Will Work On

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond to user inquiries via phone, email, or in-person and provide timely technical support.
• Diagnose and resolve hardware and software issues related to desktops, laptops, printers, and other peripherals.
• 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.
• Provide training to end-users on IT tools and best practices.
• 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.
• Performs other duties as assigned.

• Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment.
• Physical Demands: The physical demands described here are representative of those which must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

What You Will Bring

• Formal training and/or equivalent experience in Computer Science, Information Technology, or related field (Associate's degree is preferred).
• Proven experience in IT support, help desk, or technical troubleshooting.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Active Directory, Microsoft Office 365, and basic networking concepts.
• Excellent problem-solving skills and ability to work independently.
• Customer-oriented approach with effective communication and interpersonal skills.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are a plus.
• Minimum of 3 years of experience in IT support.
• Professional, self-motivated, flexible, and able to meet deadlines under a high-volume workload in a fast-paced, constantly changing environment

• Strong technical understanding of all types of technology, including mobile and soft phones
• Self-starter and demonstrated the ability to prioritize and manage multiple demands
• Ability to work effectively as part of a team and interact with all levels of the organization
• Attention to detail and strong organization and communication skills
• Excellent customer service skills
• Excellent problem-solving skills

• Ability to interpret a variety of instructions in written or verbal form
• Positive attitude, ethics, and values which support our company's values, team, environment and a high-performance culture

• Must successfully pass an extensive background screening which may include criminal record checks (local, state, and federal), drug test, skills assessment test, interviews, and personality profile

• Negative result on pre-employment drug screen

Travel

Overnight travel may be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.