Service Desk Support Specialist (Senior-Level)

Location: Orlando, FL, USA; non-remote

Salary: $75,000–$85,000 annually

Company

hirify.global delivers IT infrastructure, application development, cybersecurity, virtualization, cloud, and mobility services to government clients supporting critical missions.

What you will do

• Provide advanced Tier II/III service desk support through email, Microsoft Teams, telephone, remote sessions, and in-person engagements.
• Receive, prioritize, document, route, track, and resolve incidents, service requests, tickets, and work orders.
• Troubleshoot complex hardware, software, operating system, Microsoft 365, network connectivity, and account access issues.
• Administer Active Directory accounts, permissions, group memberships, password resets, and access requests.
• Deploy, configure, refresh, relocate, back up, and restore desktops, laptops, mobile devices, and peripherals.
• Develop technical documentation and training, mentor junior technicians, and support service delivery improvements.

Requirements

• U.S. citizenship required.
• Active DoD Secret Clearance required.
• DoD 8570/8140 IAT Level II certification or higher required.
• Eight or more years of experience supporting enterprise IT, service desk, help desk, or end-user support environments.
• Experience with Windows 10/11, Microsoft 365, Microsoft Teams, SharePoint, OneDrive, Active Directory, endpoint devices, and network troubleshooting.
• Experience with ITSM platforms, technical documentation, cybersecurity practices, VIP support, incident escalation, and mentoring.

Nice to have

• Bachelor's degree in a related technical discipline.
• Microsoft, ITIL v4 Foundation, HDI, or other service management certifications.
• Experience with Citrix, virtual desktop environments, DoD environments, knowledge management, and process improvement.
• Experience leading small teams and supporting mission-critical or high-visibility customers.

Culture & Benefits

• Monday–Friday full-time schedule.
• Paid holidays, paid time off, medical, dental, and vision coverage.
• Company-paid short- and long-term disability and life insurance.
• Retirement benefits, referral bonuses, certification reimbursement, and relocation reimbursement incentive.