ACS/Workstation Technical Support Representative

Location: Rio Rancho, New Mexico, United States of America

Salary: $24–$34 per hour for US candidates

Company

hirify.global provides products, services, and technical support for customer environments.

What you will do

• Handle complex customer issues involving hardware, software, operating systems, products, components, and repairs.
• Provide comprehensive technical responses and proactively guide customers to prevent or mitigate problems.
• Monitor and troubleshoot complex incidents, perform root cause analysis, and address outage and trend-related issues.
• Maintain trusted relationships with technical users across customer accounts.
• Coordinate departmental work, lead complex requests, assign responsibilities, and implement process improvements.
• Collaborate with internal partners, provide recommendations, and mentor lower-level support roles.

Requirements

• Onsite role based in Rio Rancho, New Mexico, United States of America.
• High school diploma, GED, higher secondary education, equivalent work experience, or demonstrated competence.
• Typically 8 or more years of related experience, preferably in remote support, telephone support, technology, or customer environments.
• Experience with computer hardware, desktop support, help desk support, operating systems, peripheral devices, and technical support.
• Knowledge of Active Directory, Linux, Microsoft Azure, Microsoft Office 365, Microsoft Windows 10, Windows Servers, ServiceNow, scripting, automation, issue tracking, and IT service management.
• Effective communication, customer centricity, results orientation, learning agility, and digital fluency.

Culture & Benefits

• Health, dental, and vision insurance.
• Long-term and short-term disability insurance, life insurance, and an employee assistance program.
• Flexible spending account.
• Four to twelve weeks of fully paid parental leave based on tenure.
• Thirteen paid holidays and fifteen days of paid time off.