Technical Support Representative (ACS/Workstations)

Location: Rio Rancho, New Mexico, United States of America

Salary: $24–$34 per hour for US candidates

Company

hirify.global provides hardware, software, technical support, and technology services for business and customer environments.

What you will do

• Handle complex customer issues involving workstation hardware, software, operating systems, peripherals, and support services.
• Proactively monitor, troubleshoot, and resolve difficult technical problems through customer interactions and notification systems.
• Perform root cause analysis of outages and recurring trends, providing timely resolutions and feedback.
• Coordinate departmental work, lead complex requests, assign responsibilities, and implement process improvements.
• Build trusted relationships with technical users and provide comprehensive guidance on products, features, specifications, repairs, and service entitlements.
• Collaborate with internal partners, mentor lower-level support roles, and develop recommendations for complex problems.

Requirements

• High school diploma, GED, higher secondary education, equivalent experience, or demonstrated competence.
• Typically 8+ years of related experience in remote or telephone support, technology, customer environments, or a related field.
• Experience with technical support, desktop support, help desk support, computer hardware, operating systems, and peripheral devices.
• Knowledge of Active Directory, Linux, Microsoft Azure, Microsoft Office 365, Microsoft Windows 10, Windows Servers, ServiceNow, scripting, automation, issue tracking, and IT service management.
• Strong communication, customer-centricity, results orientation, learning agility, and digital fluency.
• Work location: Rio Rancho, New Mexico, United States of America.

Culture & Benefits

• Health, dental, and vision insurance.
• Long-term and short-term disability insurance, life insurance, and an employee assistance program.
• Flexible spending account.
• Paid parental leave of 4–12 weeks based on tenure, 13 paid holidays, and 15 days of paid time off.