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About the Role
The IT Support Analyst provides technical support to employees by troubleshooting hardware, software, network, and system issues. This role serves as the primary point of contact for end-user technology support, ensuring timely resolution of incidents, excellent customer service, and minimal disruption to business operations. The IT Support Analyst supports desktop systems, enterprise applications, user accounts, and IT equipment while contributing to continuous improvement of IT service delivery.
Responsibilities
- Provide first- and second-level technical support for onsite and remote end users via phone, email, chat, and ticketing systems.
- Diagnose and resolve hardware, software, operating system, network, and connectivity issues.
- Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripherals.
- Provision, modify, and deactivate user accounts, permissions, and access rights.
- Support enterprise applications, including troubleshooting user access and functionality issues.
- Manage and prioritize support tickets to meet established service level agreements (SLAs).
- Document incidents, resolutions, procedures, and technical knowledge articles.
- Assist with onboarding and offboarding activities, including equipment setup and account management.
- Perform software installations, upgrades, patches, and system updates.
- Support conference room technology, audio/visual equipment, and collaboration tools.
- Escalate complex issues to appropriate IT teams or vendors as needed.
- Monitor recurring issues and recommend process improvements to reduce support requests.
- Maintain IT asset inventories and assist with equipment lifecycle management.
- Participate in disaster recovery, business continuity, and cybersecurity awareness initiatives.
- Support IT projects, system implementations, and technology rollouts.
Requirements
- 1-3 years of experience in IT help desk, desktop support, or technical support roles.
- Experience supporting Microsoft Windows environments and common business applications.
- Experience using IT service management (ITSM) or ticketing systems.
- Ability to lift and transport IT equipment up to 30 pounds.
- Ability to work at a computer workstation for extended periods.
- Occasional travel between company locations may be required.
- Dependable mode of transportation.
- Work on a warehouse/production floor.
Skills
- Windows operating systems
- Microsoft 365
- Active Directory
- Entra ID (Azure AD)
- User account administration
- Networking fundamentals (TCP/IP, DNS, DHCP, VPNs, Wi-Fi)
- Endpoint management tools
- Device deployment tools
- Cybersecurity best practices
- Endpoint security tools
- Troubleshooting hardware, software, and connectivity issues
- Customer service
- Communication skills
- Problem-solving
- Analytical abilities
- Prioritization
- Documentation
- Organizational skills
- Teamwork
- Adaptability
Location
- Onsite
- Warehouse/production floor
Work Type
- Full-time
Experience Level
- 1-3 years
Education Level
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- Equivalent combination of education, training, and experience may be considered.
About the Company
- VISION: To be the trusted global leader in IoT Connectivity Solutions for over 100,000,000+ connected devices, enabling a smarter, more connected world for all.
- MISSION: To empower our customers to deliver transformative solutions that deliver impactful outcomes to the communities and customers they serve.
- KORE VALUES: Customer Obsession, Be the Spark, Own the Outcome, Grit & Positivity, Challenge. Debate. But Be Human.
Equal Opportunity
- KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind.
- KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
- All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
- KORE will not tolerate discrimination or harassment based on any of these characteristics.