Help Desk Analyst III, College Park

Location: Onsite at hirify.global's headquarters in College Park, Maryland, United States; 30% domestic or international travel. U.S. citizenship, nationality, permanent residency, refugee status, or asylum status is required due to export control and government contract restrictions.

Salary: $27.69–$41.53 USD per hour; non-exempt and eligible for overtime.

Company

hirify.global develops quantum computing, networking, sensing, and security solutions, with operations in the United States and internationally.

What you will do

• Provide comprehensive IT support to more than 1,100 global users through phone, messaging, and in-person interactions.
• Configure, deploy, maintain, and troubleshoot desktop hardware, software, peripherals, mobile devices, printing services, and other end-user technologies.
• Set up and support audiovisual equipment for onsite meetings and earnings calls, including Zoom and Neat equipment.
• Support C-level executives in the Bothell and College Park offices and handle complex, escalated, time-sensitive, application, and network issues through an on-call rotation.
• Train Tier I and II HelpDesk technicians and deliver hardware and application orientation sessions for employees.
• Develop technical documentation, processes, and global knowledge-base articles based on root-cause solutions while supporting incident, service, and change management.

Requirements

• Bachelor's degree in IT or equivalent experience in end-user service desk support.
• 3+ years of IT experience in a similar role using ITSM tools, including Jira.
• Understanding of IDP and MDM concepts and their use in a modern IT environment.
• Experience working with Dell, Boxx, and Apple manufacturers for warranty repair work.
• Extensive experience supporting current hardware, software, and technologies.
• Experience supporting SaaS applications and collaboration tools including Jira, Confluence, Slack, and Zoom.
• Ability to work collaboratively in a team-oriented environment.
• Exceptional interpersonal skills, including rapport building, active listening, and questioning.

Nice to have

• Understanding of SSH and RDP operating-system protocols and use cases.
• Strong written and verbal communication skills.
• Strong experience with Linux, Windows, and macOS environments.
• Proficiency in Google Workspace application support.
• Knowledge of endpoint security solutions such as CrowdStrike.
• Familiarity with virtualization and cloud environments, including Parallels and VMware.
• Understanding of networking fundamentals including DNS, DHCP, and TCP/IP.
• Excellent analytical and problem-solving skills, including research and root-cause analysis.
• Ability to work independently, stay motivated, communicate with technical and non-technical audiences, and remain organized in a fast-paced environment.
• Commitment to compliance and confidentiality.

Culture & Benefits

• Autonomy, productivity, respect, equal opportunity, and an inclusive work environment.
• Medical, dental, and vision plans.
• Matching 401(k), unlimited paid time off, and paid holidays.
• Parental and adoption leave, legal insurance, and a home technology stipend.