Service Desk Specialist (IT)

Location: Remote, United States of America. Monday–Friday, 8:30am–5:30pm CST, with an on-call rotation approximately one week every six weeks that may include evenings, weekends, and holidays. Scheduled visits to assigned locations are required.

Company

hirify.global is a member-focused cooperative serving members across all 50 U.S. states and operating as a remote-first employer.

What you will do

• Provide first-line support through phone calls and self-service tickets.
• Triage, document, resolve, and assign hardware, software, network, and system incidents according to impact, urgency, and support procedures.
• Communicate technical information clearly and coordinate with escalation and Tier 3 support teams.
• Review tickets against service-level agreements and follow through until issues are resolved to the user’s satisfaction.
• Create and maintain troubleshooting guides, knowledge-base articles, and Service Desk documentation.
• Collaborate with business technology teams on security, solution implementation, projects, and service improvement.

Requirements

• Must be available to work remotely from the United States.
• Associate’s degree or equivalent experience.
• At least one year of Service Desk IT troubleshooting experience.
• Ability to troubleshoot, solve problems, multitask, and maintain attention to detail.
• Strong customer service, communication, analytical, judgment, time-management, and follow-through skills.
• Strong computer skills, including Microsoft Word, Excel, Outlook, and experience creating support documentation.

Culture & Benefits

• 20 days of paid time off and 10 paid holidays.
• 16 hours of paid Volunteer Time Off.
• 401(k) retirement plan with up to a 6% employer match.
• Health, dental, vision, life, and disability insurance, plus a Health Savings Account.
• Tuition reimbursement of $4,000–$7,000 per calendar year.
• Annual professional development stipend and learning and development programs.