Help Desk Support

Location: Remote within the United States; occasional onsite meetings at the client site in Washington, DC. All work must be performed in the United States, and candidates must reside in the U.S. and be authorized to work there.

Salary: $81,499.00–$138,549.00 per year for full-time employment.

Company

hirify.global is an advisory and technology services provider delivering cloud, cybersecurity, enterprise architecture, data modernization, and digital transformation solutions to federal clients.

What you will do

• Triage customer issues and support data-services, platform-use, access, and operational requests.
• Maintain customer support records, histories, statuses, service requests, and lifecycle-management data.
• Track recurring pain points, analyze support and resolution trends, and feed operational insights into improvement backlogs.
• Coordinate escalations across Platform, Data, Governance, AI/ML, Enablement, Product, Engineering, Security, and Quality stakeholders.
• Support customer satisfaction, support-volume, resolution-trend, adoption, and operational metrics.
• Document work products, decisions, risks, and delivery evidence to support traceability and continuous improvement.

Requirements

• U.S. citizenship is required.
• Must reside in the U.S., be authorized to work in the U.S., and perform all work in the U.S.
• Must have lived in the U.S. for three full years out of the last five years.
• Bachelor's degree in Information Systems, Business Analysis, Data Analytics, Service Management, Computer Science, Customer Experience, or a related field; alternatively, a high school diploma with four additional years of relevant experience may substitute for the degree.
• At least three years of relevant experience providing customer support, service desk operations, customer success, or technical support in cloud, data, analytics, or enterprise technology environments.
• A master's degree may substitute for two years of relevant experience.
• Strong analytical, problem-solving, decision-making, written and verbal communication, organization, attention to detail, prioritization, and stakeholder-management skills.
• Ability to communicate technical concepts to non-technical audiences and manage multiple responsibilities collaboratively.

Nice to have

• Experience triaging customer requests, incidents, questions, access requests, onboarding needs, and operational issues across multiple support teams.
• Experience with CRM, ticketing, case-management, or service-management platforms such as ServiceNow, Salesforce, Microsoft Dynamics, Jira Service Management, or similar tools.
• Experience maintaining customer records, support histories, knowledge articles, service requests, and lifecycle-management data.
• Experience analyzing support trends, recurring issues, customer feedback, adoption barriers, and operational pain points.
• Experience supporting onboarding, service enablement, access provisioning, data-service requests, analytics support, or platform adoption.
• Familiarity with Databricks, Azure, Power BI, Azure Data Factory, or similar cloud-based analytics and data platforms.
• Understanding of data governance, data stewardship, access management, and security processes in regulated environments.
• Experience developing SLA, customer satisfaction, resolution-tracking, support, and operational dashboard reporting.
• Experience creating user guides, FAQs, support documentation, training materials, and knowledge-base content.
• Experience collaborating with Platform Engineering, Data Engineering, AI/ML, Governance, Product, Security, and customer teams.
• Experience supporting federal government, healthcare, or other highly regulated environments.
• Experience working in Agile, cross-functional delivery teams.

Culture & Benefits

• Remote work within the United States with occasional onsite client meetings in Washington, DC.
• Work location monitoring is used, access from foreign locations and foreign IP addresses is blocked, and personal VPN connections are prohibited.
• Full-time employment with a nationwide remote office arrangement.
• Collaborative work across technical, non-technical, product, engineering, security, governance, quality, and customer-facing stakeholders.