Technical Support Analyst

We are helping people overcome. Join us.

Each year at Hope Network, 2,800+ talented professionals serve individuals across 280 unique locations. Some serve by providing hands-on care or medical treatment, others serve by assisting behind the scenes, but they all play an integral part in creating comebacks. Click here to watch what we mean.

Position overview

We are seeking a customer-focused Technical Support Analyst to serve as a key point of contact for technical support across the organization. This role plays a critical part in ensuring employees have reliable access to the tools and systems they need to do their work effectively. The ideal candidate is a proactive problem-solver who can quickly assess issues, communicate clearly, and deliver solutions in a fast-paced environment. This position offers the opportunity to support a wide range of technologies while contributing to a collaborative and service-driven IT team.

What you’ll be doing

• Respond to requests for technical assistance in person, via phone, and electronically.
• Log all Service Desk interactions in the Ticket Management System as they are received; maintain status notes and communicate risks, issues, and progress in a timely manner.
• Analyze, troubleshoot, and resolve incidents related to application software, hardware, and end-user systems.
• Routinely investigate and resolve availability issues related to domain, network, and system access.
• Monitor network traffic and system performance using analysis tools to proactively identify and address issues.
• Perform PC and general IT support for onsite and remote users across multiple locations; travel as needed for onsite support.
• Install, configure, upgrade, and decommission computer hardware and software.
• Perform Active Directory and Microsoft Exchange administration, including account setup, permissions, and mailbox management.
• Apply system updates, patches, and antivirus protections to ensure security and compliance.
• Utilize and manage PC imaging tools for device setup and deployment.
• Track and maintain inventory of IT assets, including hardware, software, and mobile devices.
• Manage PC and mobile device loaner program.
• Create and maintain technical documentation and knowledge base articles for end users and internal teams.
• Provide after-hours and on-call support as part of a regular rotation.

Job Requirements

• Bachelor’s degree in Information Technology or equivalent combination of education and experience.
• 2–3 years of Help Desk or Service Desk experience in a multi-site environment.
• A+ and/or Network+ certifications preferred.
• Strong working knowledge of Windows environments.
• Experience with device deployment and basic IT infrastructure concepts.
• Experience troubleshooting hardware, software, network printers, and mobile devices.
• Strong customer service and communication skills.
• Ability to prioritize tasks, manage time effectively, and work in a fast-paced environment.

Anticipated Work Schedule 

Monday-Friday 9am-5pm (on site) 

On-call rotation is scheduled Monday through Sunday every 5-6 weeks

Here are just some of the ways Hope Network invests in you for all that you do:

• Competitive starting wage based on experience and qualifications
• Medical, Vision, & Dental Care
• 403(b) Retirement Plan
• Supportive Work Environment
• Educational Reimbursement
• Career-Pathing
• Paid Training
• Employee Referral Bonus
• Generous Paid Time Off

With your help, we can take on the challenges, the barriers, the statistics, and the seemingly impossible.

Our strength lies in diversity – empowering us to meet the distinct needs of over 34,000 individuals we're honored to serve each year.