IT Support Tech

Are you passionate about helping others and looking to grow your career in a supportive, mission-driven environment? Join one of Northern Nevada's Best Places to Work – Northern Nevada HOPES!

About the role

The IT Support Technician serves as the primary point for frontline IT support, troubleshooting and resolving complex hardware, software, account, and connectivity issues across workstations, mobile devices, printers, phones, and agency applications. This role manages user accounts and access, images and deploys devices, maintains help desk documentation and the knowledge base, and partners with infrastructure and security staff on escalations, projects, and continuous improvement of IT service delivery.

Responsibilities

• Provide IT support for escalated incidents and service requests through the ticketing system, phone, email, remote tools, and deskside visits.
• Troubleshoot and resolve complex hardware, software, and peripheral issues on workstations, laptops, tablets, and mobile devices.
• Support clinical and business applications, including eClinicalWorks and Microsoft 365, and coordinate with vendors on escalated application issues.
• Administer user accounts and access in Active Directory, Entra ID, and Exchange, including onboarding, offboarding, and password resets.
• Image, configure, deploy, and retire workstations, laptops, and mobile devices using standard builds and Intune/MDM enrollment.
• Manage ticket queues, prioritize work, document troubleshooting steps and resolutions, and meet established service level targets.
• Escalate unresolved issues to infrastructure and security staff with complete and accurate documentation.
• Support printers, scanners, copiers, and fax devices in coordination with managed print vendors.
• Troubleshoot wired, wireless, and VPN connectivity issues and escalate network problems as needed.
• Support telephony, voicemail, and conference room technology, including Microsoft Teams Rooms.
• Create and maintain knowledge base articles, runbooks, and standard operating procedures for common issues.
• Assist with endpoint patching, software deployment, and update compliance.
• Follow HIPAA-aligned security practices and report suspected security incidents, including phishing, to security staff.
• Test and document new hardware and software prior to deployment.
• Maintain asset inventory and lifecycle records for endpoints and peripherals.
• Provide guidance to end users on safe and effective computing.
• Support workstation moves, adds, and changes across clinic and administrative spaces.
• Assist with audio/visual support for meetings, trainings, and agency events.
• Participate in cross-departmental meetings and IT projects as assigned.
• Participate in after-hours and on-call support rotation as assigned.

Requirements

Due to real and potential conflicts of interest that exist when HOPES Behavioral Health providers render services to their coworkers, it is HOPES’ policy (Policy HR0005) that HOPES employees may not access HOPES Behavioral Health Services. For the same reason, current Behavioral Health patients/clients cannot be employed by HOPES. Accordingly, you hereby acknowledge and understand that if you are receiving services from a HOPES Behavioral Health provider at the time you are offered and accept employment with HOPES, you have the option of rescinding your acceptance of employment or finding a new behavioral health provider outside of HOPES before starting employment with HOPES.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field required. Equivalent hands-on IT support experience may be substituted for a degree.
• Two or more years of hands-on IT help desk or desktop support experience required.
• Working knowledge of Windows, Microsoft 365, and Active Directory or Entra ID administration required.
• Working knowledge of desktop hardware, mobile devices, printers, and basic networking concepts (TCP/IP, DNS, DHCP, WiFi, VPN) required.
• Demonstrated ability to independently troubleshoot and resolve complex technical issues required.
• Excellent written and verbal communication and customer service skills required.
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft role-based certifications preferred.
• Experience in an FQHC or healthcare setting preferred.
• Experience with ticketing systems, Intune or other MDM platforms, and remote support tools preferred.
• Experience supporting EHR applications such as eClinicalWorks preferred.
• Working knowledge of HIPAA and healthcare data privacy and security practices preferred.

Benefits

• 100% employer-paid health insurance
• Life insurance options
• 3 weeks of PTO in your first year
• 12 paid holidays annually
• Paid Parental Leave (after 12 months)
• 24/7 Employee Assistance Program

Why Choose HOPES?

• Purpose-Driven Work: Be part of a team that’s transforming lives every day. Your work will directly contribute to improving health outcomes and building a stronger, healthier Northern Nevada.
• People-First Culture: At HOPES, every team member is encouraged to bring their unique talents and perspectives to the table. Collaboration and innovation are at the heart of everything we do.
• Career Growth & Development: We invest in your future by offering a mentorship program, leadership and soft-skills training, networking opportunities, and support for continuing education.