Service Desk Level 1 Analyst

Location: Remote within the United States only; Monday through Friday, 1st shift during core U.S. business hours

Pay rate: $20 per hour

Company

hirify.global provides IT services and technical support with a focus on service quality, employee development, and collaborative teamwork.

What you will do

• Respond to technical support requests through phone, email, and chat.
• Record service desk interactions in the ticketing system.
• Provide first-level support for computers, printers, mobile devices, software, and basic network issues.
• Resolve incidents when possible and escalate issues when necessary.
• Follow up with users to confirm satisfaction and ensure timely resolution.
• Develop technical skills through training, certifications, self-directed learning, and special projects.

Requirements

• Must reside in the United States.
• High school diploma or equivalent.
• 1–2 years of experience in technical support, preferably in a service desk environment.
• Customer service skills and the ability to explain technical information to non-technical users.
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting.
• Ability to work independently, manage multiple tasks, prioritize effectively, and solve problems analytically.

Nice to have

• Associate or bachelor’s degree in computer science or a related field.
• HDI Support Center Analyst, ITIL Foundation, or Microsoft 365 Fundamentals certification, or progress toward certification.
• Knowledge of ITIL or similar frameworks.

Culture & Benefits

• Medical, dental, and vision coverage.
• Life insurance, 401(k) with company match, and FSA and HSA options.
• Paid holiday and pet insurance.
• Certification support, career development opportunities, and training.
• Collaborative, respectful, and employee-focused work environment.