Desktop Support Analyst

Job Description Founded in 2015 in Toronto, Canada, KORE Solutions is a subsidiary company of HTS and an innovative technology solutions and services provider with a strong focus on the HVAC manufacturer’s representative industry. With a variety of offerings including business intelligence software, help service support, and more, KORE delivers end‑to‑end solutions that empower our partners and clients to build their successful business. At KORE, communication and collaboration is our top priority. As a team member, you’ll be working closely with all departments to develop our software, TRAX, and the infrastructure surrounding it. We have a strong teamwork‑oriented culture, meaning you’re surrounded by resources who want you to succeed and your contributions will have a direct impact, enhancing our processes. Desktop Analyst – Responsibilities Provide Tier 1 and Tier 2 technical support to end‑users in‑person, via phone, and through remote support tools. Resolve hardware, software, and peripheral issues (e.g., desktops, laptops, printers, mobile devices). Document all support activities in the ticketing system and ensure timely resolution in accordance with SLAs. Support onboarding and offboarding processes, including hardware setup and user account provisioning. Troubleshoot and support Microsoft 365 applications (Outlook, Teams, Excel, SharePoint, etc.). Diagnose and resolve complex hardware, software, and mobile issues, ensuring system functionality and user satisfaction. Provide support for remote connectivity solutions such as VPN and Citrix. Assist with Active Directory user management and password resets. Coordinate with Level 3 teams for application escalations and updates. Deploy, configure, and maintain desktop and laptop hardware. Oversee inventory control, track IT assets, and ensure records are current and accurate. Perform equipment moves, replacements, and decommissions as needed. Travel to office locations across the US and Canada to support site‑specific needs (e.g., network troubleshooting, hardware refreshes). Provide support during office relocations, expansions, or events requiring onsite technical presence. Coordinate with vendors and facilities for infrastructure‑related repairs or changes. Maintain knowledge base articles and create user guides as needed. Identify recurring issues and propose process improvements to enhance efficiency. Ensure compliance with IT policies, procedures, and security standards. Adhere to and understand data governance and compliance regulations to ensure secure IT operations. Collaborate closely with IT team members across North America and other global regions. Participate in team meetings, knowledge‑sharing sessions, and project‑based initiatives. Communicate technical information clearly to non‑technical users. Qualifications IT‑related degree or diploma preferred, showcasing foundational knowledge in the technology field or equivalent experience. Industry‑recognized certifications (e.g., CompTIA, Microsoft, Cisco) highly valued. Equivalent work experience in the technology sector, demonstrating hands‑on proficiency and practical problem‑solving skills. 3–5 years of hardware and software support experience. 3–5 years of customer support experience. Expertise in providing first and second‑level support for corporate, departmental, and clinical technologies, including strong knowledge of all Windows‑based operating systems. Strong knowledge of PC‑based computer hardware. Strong knowledge of the Office 365 suite. Basic networking, software, and security systems knowledge. Excellent written and verbal communication skills, ensuring clarity and professionalism in all interactions. Thrives in fast‑paced environments with minimal supervision, consistently delivering high‑quality results. Highly efficient in managing multiple priorities, with a keen eye for detail and responsiveness to dynamic tasks. A self‑motivated individual who embraces creative problem‑solving and enjoys exploring new ideas and approaches. Exhibits a friendly, outgoing demeanour, fostering strong relationships and collaboration with colleagues and clients. Working Conditions Office and remote presence required. Office setting – open, collaborative office space (may vary by location). Provided after‑hours and weekend on‑call support when required. Fast‑paced environment with tight deadlines. Reliable access to personal transportation required. Must have a valid passport. 111 Zachary Rd, Manchester, NH 03109, USA KORE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws. #J-18808-Ljbffr