Tier 2 Service Desk, Sr. Associate

Location: Cedar Rapids, Iowa, United States; other locations include Davenport, Dubuque, and Mason City.

Salary: $67,000–$126,500 per year, plus eligibility for a discretionary performance bonus.

Company

hirify.global provides professional services and managed IT solutions to middle-market clients across multiple industries.

What you will do

• Provide phone and email technical support for end users and resolve hardware and software issues.
• Support and troubleshoot workstations, servers, networks, backups, and related infrastructure.
• Administer Microsoft 365, Windows Servers, Azure AD, SharePoint, Teams, and workstations across multiple clients.
• Monitor the service desk queue, manage cases by impact and priority, and escalate issues through the appropriate channels.
• Identify recurring infrastructure problems by analyzing case trends and document resolution steps in the ticketing system.
• Maintain client security standards, confidentiality, and communication through case closure.

Requirements

• Must work from the Cedar Rapids, Davenport, Dubuque, or Mason City, United States locations.
• 1–2 years of experience in a technical helpdesk, IT, or equivalent network administration role.
• Experience troubleshooting laptops, desktops, servers, network equipment, and software.
• Knowledge of TCP/IP networking and experience with Microsoft 365 administration, Windows Servers, and related workloads.
• Strong customer service, written and verbal communication, problem-solving, workload management, and teamwork skills.
• hirify.global does not intend to hire entry-level candidates who require visa sponsorship now or in the future.

Nice to have

• MCSE, MCSA, or Network+ certification.
• Bachelor’s degree from an accredited four-year institution.
• Experience with Cisco, SonicWALL, or Meraki firewalls; VMware ESX and vSphere; Citrix; Remote Desktop Services; VPN; Apple hardware; macOS; and enterprise mobile devices.

Culture & Benefits

• Client-facing work within a collaborative, results-oriented technology consulting environment.
• Exposure to infrastructure engineering, technology, design, business, and a broad range of client engagements.
• Flexible scheduling intended to support work-life balance while maintaining client service.
• Competitive benefits and compensation package.
• Client service desk calls are recorded for training and quality assurance, with consent required at the start date.