Service Desk Technician

Location: Pensacola, Florida, United States; hybrid work with onsite and remote requirements

Salary: $29 per hour

Company

hirify.global delivers outsourced services and workforce solutions across North America.

What you will do

• Respond to inbound calls and provide technical support and troubleshooting.
• Support users through web queues, outbound interactions, and email.
• Use available resources to resolve technical issues in a timely manner.
• Document, maintain, and report activities using word processing, spreadsheet, database, and other PC applications.
• Escalate requests outside the scope of support and attend weekly staff and mentor meetings.
• Follow ETS practices, policies, and procedures.

Requirements

• Knowledge of the information technology field, enterprise systems, and IT terminology.
• Basic troubleshooting and technical problem-solving skills.
• Effective verbal and written communication, organization, planning, and time management skills.
• Ability to manage multiple tasks accurately and work independently and in a team environment.
• Desired: 3+ years of Tier 1 support or similar experience.
• Desired: Call center or front-line customer support experience.

Nice to have

• Knowledge of ITIL.
• Previous customer service experience in a fast-paced environment.
• Familiarity with ServiceNow or other ticketing software.
• Knowledge of company operations, policies, and procedures.

Culture & Benefits

• Hybrid work model combining onsite and remote work.
• Contract engagement.
• Eligible employees may receive medical, dental, vision, spending account, life insurance, and voluntary plan coverage.
• Eligible employees may participate in a 401(k) plan.