Technical Support Analyst

Hope Network Careers•Flint, MI

1d•Onsite

About The Position

Hope Network is seeking a customer-focused Technical Support Analyst to serve as a key point of contact for technical support across the organization. This role is critical in ensuring employees have reliable access to the tools and systems needed for effective work. 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.

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.
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.

Nice To Haves

A+ and/or Network+ certifications preferred.

Responsibilities

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.