Service Desk Analyst II - IntelliScript (Remote) (SaaS)

Location: Remote within the United States; applicants must be legally authorized to work in the United States without immigration support or sponsorship. Travel to the hirify.global office in Brookfield, Wisconsin may be required up to four times per year.

Salary: $54,900–$97,865 annually. For candidates in specified locations including Alaska, California, Connecticut, Illinois, Maryland, Massachusetts, New Jersey, Pennsylvania, Virginia, Washington, the District of Columbia, New York City, Newark, San Jose, or San Francisco: $63,135–$97,865. For all other locations: $54,900–$85,100.

Company

hirify.global IntelliScript develops and deploys data-driven SaaS products for insurance, health IT, and life sciences clients as a business unit of hirify.global.

What you will do

• Provide first-line support for internal and external service requests by prioritizing requests, researching solutions, gathering diagnostic details, opening Jira tickets, and escalating issues appropriately.
• Communicate frequently and effectively with requestors to meet or exceed internal service-level agreements.
• Monitor and analyze system performance and application health with Datadog, proactively identifying and escalating potential issues.
• Create and maintain knowledge-base articles, procedures, and other technical documentation.
• Support system and infrastructure availability, identify automation opportunities, and ensure compliance with system security requirements.
• Participate in a rotating on-call schedule.

Requirements

• 2+ years of experience in a Service Desk or Help Desk role.
• Hands-on experience with Datadog for observability.
• Experience in a cloud environment; AWS is preferred, with Azure and GCP also considered.
• Customer-centric approach to finding solutions and troubleshooting experience in a rapidly changing environment.
• Effective verbal and written communication skills.
• Ability to apply and maintain current technical knowledge, collaborate effectively, assess and manage moderate risk, solve problems, gather diagnostic information, understand moderately complex systems, and reliably meet deadlines.

Nice to have

• Continued education and/or advanced degrees.
• Knowledge of Windows Server, Hyper-V, Active Directory, firewalls, and networking.
• Familiarity with Microsoft SQL Server.
• Experience supporting the Atlassian suite, including Jira and Confluence.
• Experience in environments subject to HIPAA and/or PCI regulations.
• Experience with SaaS, actuarial science, and/or insurance underwriting.

Culture & Benefits

• Collaborative, entrepreneurial culture focused on innovation, excellence, customer service, balance, transparency, and employee voice.
• Skills training, career development, learning opportunities, mentoring, and employee resource groups.
• Medical, dental, and vision coverage, employee assistance, life insurance, and fully paid short-term and long-term disability coverage.
• 401(k) plan with company matching and profit-sharing contributions, flexible spending accounts, and a discretionary bonus program.
• Paid time off accrued from the first day, at least 10 paid holidays annually, paid parental leave, and family-building benefits.
• Full-time, non-exempt, overtime-eligible employment; overtime eligibility begins after 40 hours.