Hope Network
Technical Support Analyst
Hope Network, Flint, Michigan, United States, 48567
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.
Here are just some of the ways Hope Network invests in you for all that you do:
Pay range: $22/hr and up (based on experience)Medical, Vision, & Dental Care403(b) Retirement PlanSupportive Work EnvironmentEducational ReimbursementCareer-PathingPaid TrainingEmployee Referral BonusGenerous Paid Time OffWith your help, we can take on the challenges, the barriers, the statistics, and the seemingly impossible.
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 on items that are not immediately closed.Communicates risks/issues/progress with customers in a prompt and timely fashion.Analyzes and resolves incidents and requests regarding use of application software or hardware.Routinely investigates availability issues pertaining to domain/network resources, identifies, and resolves specific issues.Performs PC and General IT support for remote offices and locations throughout Hope Network. Occasionally may travel to lead onsite activities or to provide specialized onsite support at remote locations.Monitor network traffic utilizing analysis tools to address network connectivity and performance issues.Understand and manage PC Imaging software.Completes additional tasks such as inventory, shipping, and imaging.Provides after hours and on-call support as needed, and regularly participates in on-call rotation.Perform Active Directory and Microsoft Exchange access administration (shared drive, account permission changes, mailbox, and distribution list creation)Installing, physically moving, changing/upgrading, and disposing of computer hardware and software products.Manages PC and mobile device loaner program.Create and publishes new documentation pertaining to previously undiscovered software/hardware issues in knowledge base and end-user FAQ.Anticipated Work Schedule
Monday-Friday 9am-5pm (on site)
On-call rotation is scheduled Monday through Sunday every 4-6 weeks
Job Requirements
Bachelor's degree in Information Technology is required or an equivalent of education and/or experience.2 -3 years Help Desk / Service Desk experience in a multi-site Corporate Environment.Working knowledge of fundamental operations of relevant software, hardware, and other equipment in Windows Environment (Windows 10, Server 2012-2016)Interacts and collaborates with team members in a cooperative spirit.Must have a professional attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment.Displays competence in prioritizing tasks, managing project responsibilities, consistently meeting deadlines, and showing autonomy in completing tasks to balance phone and project work.Able to exercise good judgment, use critical thinking skills, problem solving techniques, and decision-making skills.Experience troubleshooting Network Printers, Mobile Devices, Desktops, Laptops.
Our strength lies in diversity - empowering us to meet the distinct needs of over 34,000 individuals we're honored to serve each year.
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.
Here are just some of the ways Hope Network invests in you for all that you do:
Pay range: $22/hr and up (based on experience)Medical, Vision, & Dental Care403(b) Retirement PlanSupportive Work EnvironmentEducational ReimbursementCareer-PathingPaid TrainingEmployee Referral BonusGenerous Paid Time OffWith your help, we can take on the challenges, the barriers, the statistics, and the seemingly impossible.
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 on items that are not immediately closed.Communicates risks/issues/progress with customers in a prompt and timely fashion.Analyzes and resolves incidents and requests regarding use of application software or hardware.Routinely investigates availability issues pertaining to domain/network resources, identifies, and resolves specific issues.Performs PC and General IT support for remote offices and locations throughout Hope Network. Occasionally may travel to lead onsite activities or to provide specialized onsite support at remote locations.Monitor network traffic utilizing analysis tools to address network connectivity and performance issues.Understand and manage PC Imaging software.Completes additional tasks such as inventory, shipping, and imaging.Provides after hours and on-call support as needed, and regularly participates in on-call rotation.Perform Active Directory and Microsoft Exchange access administration (shared drive, account permission changes, mailbox, and distribution list creation)Installing, physically moving, changing/upgrading, and disposing of computer hardware and software products.Manages PC and mobile device loaner program.Create and publishes new documentation pertaining to previously undiscovered software/hardware issues in knowledge base and end-user FAQ.Anticipated Work Schedule
Monday-Friday 9am-5pm (on site)
On-call rotation is scheduled Monday through Sunday every 4-6 weeks
Job Requirements
Bachelor's degree in Information Technology is required or an equivalent of education and/or experience.2 -3 years Help Desk / Service Desk experience in a multi-site Corporate Environment.Working knowledge of fundamental operations of relevant software, hardware, and other equipment in Windows Environment (Windows 10, Server 2012-2016)Interacts and collaborates with team members in a cooperative spirit.Must have a professional attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment.Displays competence in prioritizing tasks, managing project responsibilities, consistently meeting deadlines, and showing autonomy in completing tasks to balance phone and project work.Able to exercise good judgment, use critical thinking skills, problem solving techniques, and decision-making skills.Experience troubleshooting Network Printers, Mobile Devices, Desktops, Laptops.
Our strength lies in diversity - empowering us to meet the distinct needs of over 34,000 individuals we're honored to serve each year.