Service Desk Analyst (AI)

Location: Remote, but must reside in a U.S. state where hirify.global has a physical office. Work hours are Monday–Friday, 10 am–7 pm Eastern Time, with occasional overtime for 24/7 service desk coverage.

Salary: $53,250–$84,198 annually, depending on location, experience, education, skills, and other job-related factors. Performance-based bonuses are also available.

Company

hirify.global is a large labor and employment law firm with more than 1,100 attorneys and 60 offices across the United States, Europe, Canada, and Mexico.

What you will do

• Provide first- and second-level technical support by phone and email for hardware, software, mobile devices, and enterprise applications.
• Log, analyze, troubleshoot, escalate, and resolve incidents and service requests, targeting 85% first-call resolution.
• Provide workarounds, communicate expectations, and follow up until issues are resolved.
• Maintain the IT service management knowledge base and incident records.
• Participate in application testing and special technology projects.

Requirements

• Must reside in a U.S. state where the firm has a physical office.
• Four-year technical degree or equivalent work experience.
• At least four years of service desk experience in a fast-paced enterprise environment.
• At least four years of Microsoft product support experience, including Windows and Office 365.
• Strong customer service, communication, analysis, troubleshooting, prioritization, and problem-solving skills.
• Working knowledge of enterprise networks and local PC diagnostic utilities, with the ability to work independently and collaboratively.

Nice to have

• Law firm, document management system, SCCM, Intune, or mobile device management experience.
• Help Desk Institute or ITIL v3 Foundation certification or experience.
• Familiarity with AI tools and interest in applying emerging technologies to support processes.

Culture & Benefits

• Remote work with location-dependent compensation.
• Paid time off, paid sick leave, paid holidays, and paid parental leave.
• 401(k) matching, profit sharing, health, life, dental, and vision insurance.
• Health Savings Account and Flexible Spending Account options.
• Tuition reimbursement and an Employee Assistance Program.