The Role
Provides end-user hardware and software support across multiple locations, troubleshoots IT issues, manages help desk tickets, provisions user accounts, maintains asset inventory, supports conference rooms and collaboration tools, and coordinates with an MSP. The role also documents resolutions, creates knowledge-base content, trains users, supports cybersecurity practices, and participates in system upgrades and technology rollouts.
Summary Generated by Built In
Company Overview
Global Guardian protects and delivers employees and families from political, environmental, and bad actor threats worldwide. We are a leading provider of emergency medical and security solutions for corporations and individuals. Our 24/7 Operations Centers in McLean, VA and Charlotte, NC, identify, monitor, and respond to threats and emergencies with on-the-ground teams in over 100 countries. Our world-class professionals have extensive intelligence community experience, military special operations, and federal law enforcement. Founded over ten years ago by a Delta Force Sergeant Major and an Army Special Forces Colonel, we are a values-based organization focusing on a camaraderie, service, and excellence culture. We have managed crises in the worst environments in the world, and we know how to act fast to provide unmatched service for our clients. Global Guardian is an investor-backed, high-growth company that offers employees growth opportunities within the organization.
Position Summary and Objective
The IT Support Specialist role is integral to our Information Technology (IT) service delivery model. This position will help oversee technical support and operations across multiple site locations and work closely with our MSP when additional help or expertise is required.
Essential Functions and Responsibilities
Competencies and Attributes
Qualifications and Education
Position Type and Schedule
Global Guardian Values
Work Environment and Physical Demands
Reasonable accommodation requires the physical and mental capacity to perform all essential functions effectively. In addition to other demands, the demands of the job include:
Equal Opportunity Employer Statement
Global Guardian is an equal opportunity employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status, or genetic information. If you need reasonable accommodation regarding the application process, do not hesitate to contact [email protected].
Global Guardian protects and delivers employees and families from political, environmental, and bad actor threats worldwide. We are a leading provider of emergency medical and security solutions for corporations and individuals. Our 24/7 Operations Centers in McLean, VA and Charlotte, NC, identify, monitor, and respond to threats and emergencies with on-the-ground teams in over 100 countries. Our world-class professionals have extensive intelligence community experience, military special operations, and federal law enforcement. Founded over ten years ago by a Delta Force Sergeant Major and an Army Special Forces Colonel, we are a values-based organization focusing on a camaraderie, service, and excellence culture. We have managed crises in the worst environments in the world, and we know how to act fast to provide unmatched service for our clients. Global Guardian is an investor-backed, high-growth company that offers employees growth opportunities within the organization.
Position Summary and Objective
The IT Support Specialist role is integral to our Information Technology (IT) service delivery model. This position will help oversee technical support and operations across multiple site locations and work closely with our MSP when additional help or expertise is required.
Essential Functions and Responsibilities
- Troubleshooting and problem-solving for technology systems that need to run 24x7x365.
- Providing IT hardware and software support for end-users.
- Working with our MSP to resolve technical issues.
- Occasional out-of-hours support for critical issues.
- Documenting IT issues and resolutions.
- Conducting diagnostic tests and identifying problems.
- Researching and recommending technical and process solutions.
- Installing, modifying, and repairing computer hardware and software systems.
- Ensuring IT policies and standards are being followed along with cybersecurity practices.
- Reviewing systems and processes towards a goal of iterative improvement.
- Managing the help desk ticket queue, prioritizing requests, and meeting response and resolution targets.
- Onboarding and offboarding users, including account provisioning, access management, and equipment setup.
- Maintaining IT asset inventory, including laptops, mobile devices, peripherals, and software licenses.
- Supporting conference rooms, audio-visual equipment, and collaboration tools for meetings and events.
- Participating in IT projects such as system upgrades, migrations, and technology rollouts, as assigned.
- Creating and maintaining knowledge base articles and providing end-user training on IT tools and best practices.
- Perform other duties as assigned.
Competencies and Attributes
- Excellent verbal and written communication.
- Demonstrated experience developing relationships.
- Ability to manage multiple tasks concurrently and perform work without direct supervision.
- Ability to manage sensitive information with confidentiality and professionalism.
- Demonstrated experience managing workload effectively and seeing projects through to completion.
- Exhibits resourcefulness commensurate with a level of urgency to meet customer needs.
Qualifications and Education
- 1+ years of information technology support experience performing service support.
- Microsoft and/or Networking Certifications are a plus.
- Experience managing and maintaining Microsoft platforms.
- Understanding of networking and routing.
- Experience with solving and explaining technical issues across a broad workforce.
- Understanding of computer hardware and software systems.
- Experience with help desk ticketing systems and remote support tools preferred.
- Exhibits drive and can quickly develop, advancing along a planned learning arc.
Position Type and Schedule
- Regular Full-Time (RFT).
- In office presence is required in McLean, VA, USA.
- Occasional travel within the USA.
- Salaried, exempt professional.
- Salary Range: $65,000 - $70,000 annually.
Global Guardian Values
- We are hyper-responsive
- We find a way to "yes"
- We do what we say
- We work as a team
Work Environment and Physical Demands
Reasonable accommodation requires the physical and mental capacity to perform all essential functions effectively. In addition to other demands, the demands of the job include:
- Frequent sitting and standing for periods.
- On occasion, perform stressful and physical activity when needed.
- Ability to lift 20 – 30 pounds when required.
Equal Opportunity Employer Statement
Global Guardian is an equal opportunity employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status, or genetic information. If you need reasonable accommodation regarding the application process, do not hesitate to contact [email protected].
Skills Required
- 1+ years of information technology support experience performing service support
- Experience managing and maintaining Microsoft platforms
- Understanding of networking and routing
- Experience solving and explaining technical issues across a broad workforce
- Understanding of computer hardware and software systems
- Microsoft and/or networking certifications
- Experience with help desk ticketing systems and remote support tools
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The Company
What We Do
Global Guardian offers a full range of domestic and international duty of care services. Traveler tracking (active and passive), medical and security response, secure transport, intelligence and due diligence, emergency evacuation and custom aviation, cyber security, and video surveillance monitoring. Via our 24/7 Global Security Operations Centers, and affiliates on the ground in over 125 countries, Global Guardian can seamlessly integrate these capabilities into a “one button push” that empowers organizations to manage their people, assets and communications.
