Technical Support Specialist - Tier 1

Location: Phoenix, AZ, United States; full-time, on-site

Company

hirify.global provides loan servicing and related financial technology services.

What you will do

• Serve as the first point of contact for internal users requesting technical and application support through phone, ticketing, email, and chat.
• Triage, classify, prioritize, assign, and monitor incoming incidents based on severity, urgency, and business impact.
• Resolve routine Tier 1 issues involving password and MFA resets, software deployment, peripherals, printing, system navigation, browser compatibility, access privileges, and connectivity.
• Verify user identity and authorization before disclosing sensitive account information or granting access.
• Document interactions, diagnostic steps, workarounds, logs, and resolutions in the ticketing system.
• Escalate complex, urgent, recurring, security-related, or compliance-related issues to Tier 2, Engineering, Product, or Operations teams.

Requirements

• At least one year of experience in customer service, call-center, helpdesk, or technical support in a technology-driven environment.
• Basic knowledge of user account management, password resets, MFA tools, Active Directory, and Microsoft Entra ID.
• Ability to troubleshoot monitors, docks, printers, headsets, Wi-Fi, VPN, and home or office routers.
• Experience using IT service management, helpdesk, CRM, or ticketing systems.
• Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Must be authorized to work in the United States; visa sponsorship is not available.

Nice to have

• Experience supporting financial services, loan servicing, payment, or other regulated applications.
• Knowledge of incident management, escalation procedures, service-level agreements, role-based access, browser troubleshooting, and basic application testing.
• Experience with Jira, ServiceNow, Zendesk, or Freshdesk.
• Understanding of database concepts.

Culture & Benefits

• Early shift from 6:00 a.m. to 3:00 p.m. or late shift from 9:00 a.m. to 6:00 p.m.
• Rotational four-hour Saturday shift.
• Employer-paid medical insurance for the employee and family, including Mayo Clinic coverage.
• 401(k)/Roth plan with a 4% employer match and immediate vesting.
• Dental, vision, life, disability, pet discount, gym membership, student loan repayment, and tuition reimbursement benefits.
• Catered Friday lunches and stocked kitchens.