Service Desk Agent

Location: United States; fully remote

Salary: $31 per hour

Company

hirify.global delivers IT services and solutions that help government agencies improve their operations and public services.

What you will do

• Serve as the initial point of contact for IT service management activities.
• Log, classify, route, and document incidents and service requests received by phone, chat, and email.
• Provide basic troubleshooting using Knowledge Base Articles and assist with PIV access resolution.
• Manage call records, incidents, and service requests throughout their lifecycle, including major-incident record updates.
• Identify VIP callers, update tickets, and escalate complex issues to higher tiers or specialized teams.

Requirements

• High school diploma and 3 years of relevant experience.
• 3 years of experience in IT service desk support.
• Experience documenting and routing incidents and service requests according to Knowledge Base Articles.
• Basic hardware and software troubleshooting skills, with knowledge of Microsoft Windows, Apple operating systems, networking concepts, and IT service management practices.
• Strong interpersonal and communication skills.
• US citizenship is required to attain and maintain a DHS/TSA clearance.

Culture & Benefits

• Flexible remote work environment.
• Employee Assistance Program and corporate discounts.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Referral bonus, internal mobility program, and pet insurance.

Hiring process

• Virtual video interview with the hiring manager and/or team; camera use and valid photo ID are required.
• Enhanced biometric ID verification and background screening, including criminal history, education, and employment verification.