Service Desk Specialist

Location: Boulder, CO, USA; onsite support required

Salary: $90,000–$120,000 per year

Company

hirify.global provides digital services, advanced analytics, artificial intelligence and machine learning, cybersecurity, and technology services to US government agencies.

What you will do

• Manage service desk queues, incident tickets, service requests, emails, incoming calls, and walk-in support.
• Provide onsite and remote Tier 2 and Tier 3 IT support for federal government users.
• Troubleshoot laptops, desktops, multifunction devices, PIV/CAC readers, monitors, encrypted drives, and other peripherals.
• Support Android and iOS mobile devices and troubleshoot Windows 11, Microsoft 365, Azure network file shares, Adobe Creative Cloud, and enterprise applications.
• Escalate unresolved issues, track resolution progress, and coordinate hardware and software procurement with other IT departments.
• Train end users on new enterprise systems and applications and report on work progress.

Requirements

• AA/AS degree or equivalent.
• At least 3 years of service desk or helpdesk experience.
• Experience communicating with end users and resolving issues across a range of IT technologies.
• Strong technical analysis, troubleshooting, documentation, written communication, and verbal communication skills.
• Ability to translate technical risks and information for executive and government stakeholders.
• Ability to provide onsite support in Boulder, Colorado.

Nice to have

• Experience supporting federal contracts.
• Relevant professional certifications.
• Experience escalating complex issues and collaborating across IT teams.

Culture & Benefits

• Medical, dental, vision, life, short-term disability, and long-term disability insurance.
• 11 federal holidays and paid time off.
• 401(k) with company matching.
• Flexible Spending Accounts for commuter, medical, and dependent care expenses.
• Tuition assistance and charitable contribution matching.
• Eligibility for performance-based incentives.