Service Desk Support - Mid-Level

Location: Washington, DC; on-site. Standard hours are Monday through Friday, with an 8-hour shift between 7:00am and 6:00pm EST. Occasional support outside normal business hours may be required for critical incidents.

Company

hirify.global Corporation provides technical and mission support for users operating in secure and classified environments.

What you will do

• Act as the first point of contact for application issues and service requests submitted through ticketing systems, email, and phone.
• Perform account creation, password resets, permissions management, and other user administration tasks.
• Log, categorize, prioritize, troubleshoot, resolve, and escalate incidents and service requests.
• Document resolutions, maintain service desk records and knowledge bases, and guide users through troubleshooting steps.
• Provide user training, create FAQs and announcements, and monitor system performance.
• Generate service performance reports and coordinate issue resolution with development, engineering, and networking teams.

Requirements

• Active Top Secret/SCI clearance is required.
• At least 3 years of professional or enterprise IT technical support or service desk experience.
• At least 3 years of experience using ticketing systems such as JIRA and supporting remote users or multi-location organizations.
• At least 3 years of experience with incident management, documentation, knowledge sharing, and user and systems administration.
• At least 1 year of experience with ITIL and ITSM frameworks, plus Windows 11 and Microsoft Office Suite.
• Strong verbal and written communication skills and the ability to work independently and collaboratively.

Nice to have

• Bachelor’s degree in Computer Science, IT, Information Systems, or a related field.
• CompTIA A+, ITIL Foundation, or another relevant IT certification.

Culture & Benefits

• Customer-focused support in a fast-paced environment.
• Work with sensitive systems and applications across classified networks.
• Flexible 8-hour scheduling within core EST operating hours.