Help Desk Support Specialist (IT)

Location: HQ - Williamsburg, Brooklyn, New York; 100% on-site. The role includes occasional travel to New York stores and warehouse locations and possible travel within the US for retail projects.

Salary: $65,000–$70,000 annually

Company

hirify.global is a New York-founded lifestyle brand and specialty retailer offering apparel, accessories, footwear, restaurants, boutiques, and shop-in-shops worldwide.

What you will do

• Serve 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 lifecycles, SLAs, and infrastructure-level issues.
• Provide in-person and remote troubleshooting for workstations, laptops, mobile devices, peripherals, and POS systems using ScreenConnect.
• Set up, deploy, replace, and upgrade end-user equipment and manage mobile endpoints through ManageEngine and Iru.
• Support Microsoft 365 and/or Google Workspace, onboarding and 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 required.
• Experience with Harmony ticketing, including ticket lifecycle management, SLAs, and escalation processes.
• Experience with ScreenConnect and MDM/endpoint platforms, specifically ManageEngine and Iru.
• Support experience with Windows 10/11, Apple macOS, Microsoft 365 and/or Google Workspace.
• Ability to troubleshoot peripherals, including network printers, scanners, monitors, and UPS devices, as well as iOS and Android devices.
• Client-side networking troubleshooting experience, including Wi-Fi connectivity and VPN client issues.
• Strong communication, troubleshooting, organization, reliability, independence, teamwork, and customer-service skills.
• Availability for on-call support and occasional travel to New York stores and warehouse locations is required.

Nice to have

• Retail experience and knowledge of POS systems, hardware, and peripherals.
• Familiarity with Active Directory and Azure AD user administration.
• Basic understanding of ITIL.
• Relevant certifications such as A+, Network+, or ITIL Foundation.
• Willingness to travel within the US and other locations for retail project work based on expansion plans.

Culture & Benefits

• Full-time employment in a dynamic, fast-paced, collaborative, and customer-focused environment.
• Work is fully on site; offers of remote or non-in-person work are fraudulent.
• The position combines independent work with close partnership with the systems administration team.
• hirify.global is an equal employment opportunity employer.

Hiring process

• If contacted, valid email communication will come only from a hirify.global.com or hirify.globalnyc.com address.