Support Analyst I

Job Description

Job Description

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.

CORE 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.

QUALIFICATIONS

Education

• 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.

Experience

• 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.

Technical Skills

• Knowledge of Windows operating systems and Microsoft 365.
• Familiarity with Active Directory, Entra ID (Azure AD), and user account administration.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Experience with endpoint management and device deployment tools.
• Knowledge of cybersecurity best practices and endpoint security tools.
• Ability to troubleshoot hardware, software, and connectivity issues efficiently.

Competencies

• Strong customer service orientation and communication skills.
• Excellent problem-solving and analytical abilities.
• Ability to prioritize multiple requests and manage competing deadlines.
• Strong documentation and organizational skills.
• Ability to work independently and collaboratively within a team environment.
• Continuous learning mindset and adaptability to changing technologies.

Physical Requirements

• 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

KORE VISION, MISSION, AND VALUES

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: We earn trust through deep understanding and relentless commitment. We earn the trust of our customers and aim to delight them through our solutions – we want to be loved by our customers.
• Be the Spark: We lead with energy, creativity, and urgency. We don't wait for change – we ignite it. We listen, engage, and encourage others to participate.
• Own the Outcome: We take accountability seriously – delivering on our promises to customers, teammates, and ourselves. We finish what we start. We think like owners and we’re frugal where it makes sense.
• Grit & Positivity: We face challenges head-on – with resilience, optimism, and determination. We look at these situations as an opportunity to create a positive outcome. When we make a commitment, we deliver. We challenge those in a respectful way that do not meet their commitments.
• Challenge. Debate. But Be Human: We speak up, question assumptions, and challenge ideas – not people. We aim for the best outcomes through respectful, direct, and open dialogue, keeping in mind we’re all on the same team.

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.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to remain stationary; move; lift, push, pull and/or move up to  pounds. The employee must regularly sit; use hands to finger, handle, or feel; reach with hands and arms; communicate. Specific vision abilities required by this job include close vision.

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.