IT Support Analyst – Houston

April 23, 2021
Houston, Texas
Job Type


Position Overview:

The Information Technology Support Analyst will provide technical expertise for KORE and its clients.

They will maintain, install, upgrade, modify, integrate, customize and administer desktop PCs, Software, peripherals, and Internal Systems as assigned in addition to learning and supporting the ERP (TRAX) system to both internal and external users. The analyst will support the organization within an environment of 700+ employees in addition to its client base working with a team to provide top-notch user support experience.

This position will require the candidate to carry a pager/cell and perform on-call duties as required. Some overtime may be required in this position. Reliable access to personal transportation is a requirement.


Desktop Support Role will be responsible for the following:

  • Supporting Windows XP, 7, 10, MAC OS & Linux
  • Microsoft Office Suites
  • Learning 3rd party software and providing support by working with vendor tech support
  • VPN Technologies
  • Company Anti-virus client
  • Company standard engineering software
  • Various graphics products, including but not limited to Adobe and AutoCAD
  • Phone System (basic/intermediate)
  • VoIP Phone System (basic/intermediate)
  • Responsible for the overall administration of the desktop environments in their specific location
  • Provide world-class customer support to end-users
  • Respond to user issues in a timely manner
  • Responsible for on-call/as-needed support for remote locations
  • Installation of software and hardware as required
  • Analysis of new software and desktop requests
  • Deployment of new hardware/software
  • Maintenance of current desktop environment including telephones, PCs, monitors, peripheral devices, and mobile units
  • Maintenance of the internal network (LAN) cabling and cross-connects. Executing changes as required
  • Maintenance of network printer devices
  • Analysis and resolution of desktop issues
  • Assist with account management activities
  • Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket
  • Identify and escalate corporate critical issues to the appropriate groups
  • Maintain an accurate software and hardware inventory using the asset system
  • Provide basic end-user training on log in, software, hardware, and internal security
  • Maintain and build desktop image files to aid in rapid deployment of hardware using assigned software
  • Perform data backup and recovery at a user level as required
  • Create and maintain procedural documentation using the Support Portal
  • Create and maintain paperwork relating to user creation, disable and mobile control forms
  • Comply with internal controls and policies as applicable
  • Work in a positive and energized team environment
  • Participate in projects that will aid and assist the yearly technology corporate vision
  • This position requires some overtime hours and carrying a pager/Mobile device
  • This position requires traveling to other sites as required

Product (ERP) Support Role will be responsible for the following:

  • Act as key support contact, providing Tier 1 support for the day-to-day live production clients (new user set up, configuration values maintenance, and correcting user errors)
  • Some after-hours and weekend effort will be required (on a rotation basis)
  • Conduct implementation activities and ensure user and support resources are trained
  • Provide product expertise to help answer questions related to product functionality

Quality Assurance

  • Create, document, test, and maintain a quality assurance management plan across all technical areas of the system
  • QA Testing – functional, regression, integration, load in a continuous testing environment
  • Develop and maintain automated test scripts based on previously established test cases based on test automation best practices and standards.
  • Execute the automated regression tests for each code release on multiple platforms, browsers, and devices
  • Conduct tests on integration points and interfaces and non-functional requirements (e.g. fail-over, component response times, data integrity, security)
  • Communicate test results regularly through reports that summarize test completion and defects found
  • Evaluate test results against phase-specific acceptance criteria to determine successful completion of the phase

Requirement Gathering and Documentation

  • Document functional requirements, product designs, schedules, tests, potential problems, and risk migration strategies
  • Work with business subject matter experts, software development team, and technology partners to translate user, product, and/or system requirements into functional requirements providing documented use cases, workflow analysis in line with agile development methodology
  • Validate the completeness and accuracy of new features and ensure that they meet the functional and system requirements
  • Communicate with clients to troubleshoot problems and provide feedback as needed
  • Produce and communicate various Weekly Project Reports

Special Projects

  • Participate in special projects as directed by Senior Manager.
  • Attend all meetings for special projects as required


  • IT-related degree/diploma or equivalent
  • 3+ years experience in a technical support role & involvement in large-scale software projects
  • 3-5 years of experience in Requirements gathering and documentation
  • 2-3 years of experience in testing non-functional requirements
  • Strong knowledge of all Windows-based operating systems
  • Strong knowledge of PC based computer hardware
  • Strong knowledge of Microsoft Office 2003 and above
  • Strong knowledge of Linux, UNIX, and Mac OS
  • Working knowledge of networking concepts & technologies
  • Excellent organizational, interpersonal, and communication skills
  • Proven problem solving and analytical skills
  • Excellent attention to detail
  • Ability to document processes and accept feedback
  • Strong ability to work within a team environment
  • Excellent communicator and personable
  • Goal-oriented and action-focused
  • Experience in customer service or help desk environment recommended
  • Some knowledge of database technologies and asset
  • Reliable access to personal transportation is a requirement
  • Has a passport to be able to travel to/from Canada/US
  • Post-secondary education in Information System Management or Information Technology

Important Notes:

  • Additional training will be provided
  • Background & drug test is required

Job Type: Full-time

Salary: $60,000.00 to $65,000.00 /year

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, HTS Engineering is an equal opportunity employer. HTS welcomes and encourages applications from Aboriginal people, visible minorities, women and people with disabilities. Accommodations are available upon request, for all aspects of the recruiting process.

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