Senior Service Desk Analyst (AI)

Location: Atlanta, Georgia, United States; hybrid work with three days per week in the Atlanta office

Company

hirify.global is a financial technology platform behind products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Provide advanced technical support for employees across PC, Mac, hardware, software, connectivity, and corporate computing systems.
• Troubleshoot complex incidents, perform root cause analysis, manage escalations, and implement durable corrective solutions.
• Administer Exchange shared mailboxes and distribution lists, patch software with Casper and LANDesk, and manage internal assets and inventory.
• Create, edit, and maintain KCS knowledge content, SOPs, ticket documentation, and repeatable support processes.
• Train and mentor junior service desk analysts, share troubleshooting expertise, and collaborate with engineering, product, and business stakeholders.
• Identify recurring incidents and contribute to automation, self-service, technology roadmaps, and continuous improvement initiatives.

Requirements

• At least 5 years of service desk or desktop support experience with both PC and Mac environments.
• Associate's degree in computer technology or equivalent experience; a bachelor's degree in computer science or a related field is preferred.
• Advanced knowledge of Windows and macOS, computer hardware and software, networking, Exchange, Active Directory, and software distribution systems.
• Experience with ITSM tools such as ServiceNow and JIRA, including incident, request, reporting, knowledge base, and CMDB functions.
• Experience with enterprise security tools such as VPN, antivirus, DLP, and encryption.
• Strong troubleshooting, communication, multitasking, independent-work, and customer-support skills.

Nice to have

• ACMT, ITILv4, CCNA, AWS, MCSE, or similar certification.
• Executive support experience in a medium-to-large corporate enterprise.
• Exposure to Tableau, Power BI, Qlik, Excel, Python, PowerShell, or Bash scripting.

Culture & Benefits

• Hybrid working model with regular office presence in Atlanta.
• Competitive compensation with potential cash bonus, equity rewards, and benefits under applicable company plans.
• Customer-focused environment emphasizing empathy, reliable resolutions, knowledge sharing, mentoring, and continuous improvement.