Technology Solution Center Analyst Lead

Location: Remote in select geographic locations, with a home-based workspace; occasional in-office participation may be required. Schedule: Monday–Friday, 6:30 AM–3:30 PM EST.

Base salary: $41,250–$82,500 per year.

Company

hirify.global is a financial services company providing banking and technology-enabled customer solutions.

What you will do

• Serve as an escalation point for complex enterprise technology issues and ensure timely resolution.
• Provide technical support through phone, ticketing platforms, and chat when required.
• Create, prioritize, document, track, and resolve incidents using ServiceNow or similar ITSM tools.
• Troubleshoot hardware, software, network, and access-related issues for end users.
• Coach junior analysts and support training, knowledge management, and new product support.
• Analyze incident trends and operational performance, recommending process improvements, knowledge-base updates, and automation opportunities.

Requirements

• Professional experience in service desk or IT support, including strong phone-based technical support.
• Experience handling high-volume support and managing escalations.
• Knowledge of hardware, software, networking fundamentals, technical troubleshooting, and customer support operations.
• Strong communication, problem-solving, multitasking, prioritization, and customer service skills.
• Associate degree or equivalent experience; typically 4+ years of related business or functional experience.
• Ability to work standard EST business hours from a quiet, secure, confidential home workspace; visa sponsorship and STEM OPT participation are not available.

Culture & Benefits

• Inclusive workplace focused on customer experience, collaboration, risk management, and continuous improvement.
• Full-time benefits may include medical, dental, vision, life and disability insurance, HSA, 401(k) matching, pension, and stock purchase plans.
• Educational assistance, wellness programs, dependent-care support, and family-related reimbursement programs are available depending on eligibility.
• Paid time off may include holidays, occasional absence days, parental leave, and 15–25 vacation days based on career level and service.