Service Desk Technician Tier 1 (Secret Clearance Required) - M-F 10AM-6PM

Location: Chantilly, Virginia, United States. Monday–Friday shift from 10:00 AM to 6:00 PM; after-hours on-call support may be required. U.S. citizenship and an active Secret clearance are required.

Company

hirify.global Managed Services delivers client-focused IT solutions, technical support, and managed services.

What you will do

• Provide Tier 1 service desk support for customer calls, alerts, email requests, remote monitoring events, and escalations.
• Administer user accounts, password resets, logins, profiles, and permissions.
• Troubleshoot Windows and Mac systems, hardware, software, VPN, Remote Desktop Services, and network-related issues.
• Record incidents, updates, audits, and resolutions accurately in the ticketing system while meeting SLA requirements.
• Maintain SOPs, documentation, customer runbooks, and technical standards as systems evolve.
• Own customer cases through resolution, provide status updates, mentor Level 1 representatives, and escalate issues or process improvements when needed.

Requirements

• At least one year of IT administration and technical support experience.
• Experience with Windows administration, Active Directory, DHCP, DNS, and Group Policy.
• Strong knowledge of Windows and Mac operating systems; experience with Unix/Linux environments is also required.
• Knowledge of servers, virtualization, enterprise backup applications, SAN, network infrastructure, hardware, and software compatibility.
• Strong customer service, consulting, communication, time management, and teamwork skills.
• Active Secret clearance and U.S. citizenship are required.

Nice to have

• Bachelor’s degree in Computer Science, Engineering, or another technical field, or equivalent experience.
• CompTIA A+, Network+, or Microsoft MCSA certification.
• Experience in a fast-paced consulting or managed service provider environment.
• Experience with backup solutions, Remote Desktop Services, VPN, and virtualization administration.

Culture & Benefits

• Collaborative, team-oriented workplace focused on shared success and data-informed decisions.
• Continuous learning, feedback, training, and opportunities to pursue IT certifications.
• Competitive salary and benefits.
• Client-focused environment emphasizing empathy, integrity, resilience, and high-quality service.