USAF - Service Desk Technician

Location: On-site in Linthicum Heights, Maryland, United States. Support activities include coordination with remote users and technical teams across multiple locations. Daily ticket documentation is required by 5 p.m. Eastern Time.

Company

hirify.global supports a United States Air Force program focused on enterprise IT services for DC3 users.

What you will do

• Provide Tier 1 support and assigned Tier 2 troubleshooting for enterprise systems, applications, infrastructure, networks, video, and telecommunications.
• Receive, triage, document, route, and track incidents and service requests through closure in the Government-approved ticketing system.
• Maintain knowledge articles, troubleshooting guides, standard operating procedures, and user instructions for Tier 0 self-service.
• Coordinate escalations with Tier 2 and Tier 3 technical teams while retaining ownership and communicating status to users.
• Support onboarding, training, system monitoring, identity and access management, and assigned application, infrastructure, research, and innovation services.
• Collect service desk performance data, identify recurring issues, recommend workflow improvements, and elevate suspected security incidents.

Requirements

• Active TS/SCI clearance required.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience providing help desk, service desk, or comparable enterprise IT support.
• Ability to troubleshoot systems, applications, infrastructure, networks, video, and telecommunications issues.
• Experience with IT ticketing systems, incident documentation, request management, escalation, and resolution tracking.
• Strong technical writing, customer service, prioritization, coordination, and user communication skills.

Culture & Benefits

• Full-time support for a United States Air Force program.
• Work with Government-approved support, security, access, and incident response procedures.
• Coordinate with technical teams and users across multiple locations.