Service Desk Specialist II

Location: Bethesda, Maryland, United States

Salary: $51,000–$60,000 yearly

Company

hirify.global delivers health and national security readiness solutions for federal programs through science research, systems engineering, digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation.

What you will do

• Receive, categorize, prioritize, assign, track, resolve, and close service desk incidents and requests.
• Provide hardware and software support through chat, telephone, email, and remote support tools.
• Troubleshoot account access, login issues, application problems, hardware malfunctions, compatibility conflicts, and Mac upgrade issues.
• Support Microsoft 365, NIH-provided applications, Windows, macOS, mobile devices, Outlook/Exchange, and Active Directory.
• Provide enhanced VIP desktop support and escalate incidents according to policies, SLAs, and KPIs.
• Maintain asset and configuration records, service desk procedures, training materials, and customer follow-up details.

Requirements

• Must be able to obtain a Public Trust clearance.
• At least 2 years of technical support experience with Microsoft Suite.
• Knowledge of current desktop and laptop computers, macOS applications and tools, and Windows 11 applications and tools.
• Experience with LAN, WAN, VPN, Microsoft Office, iOS/Android mobile devices, Outlook/Exchange, and Active Directory.
• Experience using an IT ticketing system, preferably ServiceNow, with strong customer service and communication skills.
• Ability to independently evaluate and resolve computer, system, and user problems under pressure.

Nice to have

• Bachelor's degree and 2 years of technical support experience, or an equivalent combination of education and experience.
• Experience supporting the National Institutes of Health and VIP users.
• Experience with ITSM tools such as Remedy or ServiceNow.
• Certifications such as MCP, JAMF Certified Associate, ACSP, CompTIA, CCNA, ITIL Foundations, or HDI support certifications.

Culture & Benefits

• Personal time off, medical, dental, vision, life, disability, and flexible spending benefits.
• 401(k) retirement plan with matching contributions.
• Training, e-learning, certification preparation, and education assistance.
• Performance incentives and program-specific awards may be available.
• Equal opportunity employment and reasonable accommodation for applicants with disabilities and disabled veterans.

Hiring process

• Participation in a fair and authentic interview process.