Service Desk Agent (IT Support)

Location: Herndon, Virginia, United States; on-site and remote support duties.

Salary: $20.63–$30.25 per hour, depending on location, experience, qualifications, and market conditions.

Company

hirify.global develops spatial intelligence solutions that help decision makers and operators understand current conditions and plan for the future.

What you will do

• Provide first-line support through calls, chats, emails, and tickets, resolving incidents and service requests within established SLAs.
• Support Windows and macOS workstations, laptops, peripherals, mobile devices, printers, VPN, Wi-Fi, conference-room technology, and other workplace services.
• Administer authorized account and access tasks, including Active Directory, password assistance, groups, permissions, and joiner/mover/leaver activities.
• Support Google Workspace, Chrome, ChromeOS, multifactor authentication, collaboration tools, file sharing, and synchronization.
• Document troubleshooting procedures, maintain asset and configuration records, and contribute to problem management and continuous improvement.
• Coordinate escalations with infrastructure, applications, identity, security, network, facilities, and vendor teams.

Requirements

• 1–2 years of customer service, technical support, service desk, or related experience; equivalent experience may be considered.
• Working knowledge of Windows, macOS, Microsoft applications, Google Workspace, web browsers, and end-user hardware.
• Experience with ticketing systems, remote-support tools, knowledge bases, Active Directory, or endpoint-management tools is preferred.
• Knowledge of IT service management, ticket lifecycles, SLAs, escalation procedures, ITIL concepts, networking fundamentals, identity and access management, and endpoint security.
• Ability to participate in rotational on-call support when required.
• Must be a U.S. Person and may need to obtain and maintain TS/SCI or other customer-specific security clearance.

Nice to have

• Experience supporting a structured, SLA-driven, or 24/7 operations environment.
• Experience with endpoint-management tools and device lifecycle practices.

Culture & Benefits

• Customer-focused support environment with documented procedures and service-level standards.
• Competitive total rewards package with a 401(k) company match.
• Mental health resources, student loan repayment assistance, adoption reimbursement, and pet insurance.
• Equal opportunity workplace committed to inclusion and respect.

Hiring process

• Submit an application through hirify.global’s careers page.
• The posting remains open for three days from publication or until a qualified candidate is identified.