Service Desk Analyst (AI)

Location: McKinney, Texas, United States; onsite role with up to 25% travel and a balanced after-hours on-call rotation

Company

hirify.global is a full-service staffing and information technology services company providing technology and workforce solutions.

What you will do

• Act as the first point of contact for technical inquiries submitted by phone, voicemail, chat, email, and ITSM tools.
• Provide Tier 1–2 support to field support services and branch users, diagnose issues, and prioritize first-call resolution.
• Use AI-powered knowledge management and troubleshooting resources to resolve hardware and software incidents.
• Document and track service requests through work orders, meet SLAs, and escalate complex issues appropriately.
• Maintain Active Directory accounts, including account unlocks and password resets, and support hardware and software deployments.
• Troubleshoot mobile devices, operating systems, applications, connectivity, security, and data management while collaborating across IT.

Requirements

• High school diploma or GED.
• At least three years of technical support experience serving both remote and in-office users.
• Ability to use AI and knowledge management tools for technical support.
• Strong written and verbal communication, analytical, problem-solving, prioritization, and independent-work skills.
• Must be eligible to work in the United States and complete employment eligibility verification after hire.
• Ability to maintain the required schedule, participate in after-hours on-call rotation, and travel up to 25% of the time.

Nice to have

• Knowledge of KCS principles and practices.
• Microsoft, CompTIA, or HDI certifications.
• Knowledge of cloud applications, mobile device management, ITIL, and current service desk best practices.

Culture & Benefits

• Work with modern technology and innovation-focused solutions.
• Career growth opportunities and ongoing professional development.
• Employee-centric work environment.
• Comprehensive benefits package.
• Holiday and vacation time.