Tech Solution Center Analyst Lead (IT Service Desk)

Location: Remote within the United States, based in Strongsville, Ohio or Pittsburgh, Pennsylvania. Schedule: Saturday–Wednesday, 7:30 PM–4:30 AM EST. The role requires a quiet, secure, distraction-free workspace and reliable internet connection.

Base salary: $41,250–$82,500 per year.

Company

hirify.global is a financial services company providing banking and technology operations with a focus on customer service, risk management, and an inclusive workplace.

What you will do

• Provide technical support through phone, ticketing platforms, and chat when required.
• Act as an escalation point for complex incidents and ensure timely, accurate resolution.
• Diagnose and resolve hardware, software, networking, access, and application issues.
• Create, prioritize, document, track, and resolve incidents using ServiceNow or similar ITSM tools.
• Coach and support junior analysts while contributing to knowledge management, training, and new product support.
• Analyze incident trends and operational performance, recommend process improvements, and identify automation opportunities.

Requirements

• Professional service desk or IT support experience, including substantial phone-based technical support.
• Typically 4+ years of related business or functional experience and an associate degree or equivalent combination of education, certifications, and experience.
• Experience with high-volume support, incident management, technical troubleshooting, and customer service.
• Knowledge of hardware, software, networking fundamentals, ITIL, and ServiceNow ITSM or similar ticketing systems.
• Must work remotely from the United States in a secure environment and meet hirify.global data privacy and confidentiality standards.
• hirify.global does not provide employment visa sponsorship or participate in STEM OPT for this position.

Culture & Benefits

• Full-time employment with medical, prescription, dental, and vision coverage options.
• 401(k) matching, pension, stock purchase plans, life insurance, and disability protection.
• Paid holidays, occasional absence days, parental leave, and approximately 15–25 vacation days depending on career level and service.
• Educational assistance, wellness programs, dependent care support, and adoption, surrogacy, and doula reimbursement.
• Inclusive workplace with emphasis on customer focus, risk management, collaboration, and continuous improvement.