Help Desk Support Specialist (Retail)

Location: HQ - Williamsburg, Brooklyn, New York; 100% on-site. Occasional travel to New York stores and warehouse locations is required, with possible travel within the US and other locations for retail projects.

Salary: $65,000–$70,000 annually

Company

hirify.global is a New York lifestyle brand and specialty retailer offering apparel, accessories, footwear, restaurants, and related lifestyle products through stores and shop-in-shops worldwide.

What you will do

• Act as the first point of contact for hardware and software support through phone, email, and ticketing channels.
• Log, document, triage, and escalate requests in Harmony, including ticket lifecycle, SLAs, and infrastructure-level issues.
• Provide in-person and remote troubleshooting for workstations, laptops, mobile devices, peripherals, and POS systems.
• Set up, deploy, replace, and upgrade end-user hardware and manage endpoints through ManageEngine and Iru.
• Support Microsoft 365 and/or Google Workspace, including onboarding, offboarding, account provisioning, equipment setup, and access requests.
• Maintain IT documentation and asset records, communicate with vendors, and contribute to IT and cross-functional projects.

Requirements

• 2–3 years of help desk or desktop support experience.
• Experience with Harmony, ScreenConnect, ManageEngine, and Iru MDM platforms.
• Experience supporting Windows 10/11, Apple macOS, iOS, Android, Microsoft 365, and/or Google Workspace.
• Ability to troubleshoot printers, scanners, monitors, UPS devices, Wi-Fi connectivity, and VPN client issues.
• Strong written and verbal communication, troubleshooting, organization, reliability, and teamwork skills.
• Availability for on-call support and occasional travel to New York stores and warehouse locations.

Nice to have

• Retail experience and knowledge of POS systems, hardware, and peripherals.
• Familiarity with Active Directory and Azure AD user administration.
• Basic ITIL knowledge or A+, Network+, or ITIL Foundation certification.

Culture & Benefits

• Full-time employment in a fast-paced, collaborative, customer-focused environment.
• Work is fully on-site at the Williamsburg headquarters.
• On-call support and travel may be part of the role.
• Opportunities to participate in retail technology projects and travel during expansion initiatives.