Technology Solution Center Analyst Lead (IT Support)

Location: On-site in Cleveland, Ohio; 24/7 on-call support on rotation is required.

Base salary: $41,250.00–$68,750.00 per year.

Company

hirify.global is a financial services company with an in-office workplace and an emphasis on customer service, risk management, and an inclusive working environment.

What you will do

• Provide first-level technical support and resolve issues involving end-user hardware, software, applications, connectivity, and access.
• Diagnose, document, track, and resolve incidents and service requests using ServiceNow and knowledge documentation, escalating complex issues when appropriate.
• Install, configure, maintain, and troubleshoot PCs, mobile devices, printers, software, telecommunications, and network connectivity.
• Deliver hands-on support through the Technology Solution Center and walk-up support environment.
• Perform business process, operational performance, data, and trend analysis, including graphing and presentation development.
• Support functional requirements, knowledge management, training, new product support, complex issue resolution, and continuous improvement initiatives.

Requirements

• At least 4 years of related business or functional experience, or equivalent product knowledge.
• Associate degree or equivalent education; a comparable combination of education, job-specific certifications, and experience, including military service, may be considered instead.
• Knowledge of customer support policies, standards, and procedures; IT environments; IT service management; Service Request Management; PC/workstation hardware and software; software installation and support; technical troubleshooting; and telecommunications.
• Skills in communication, problem solving, incident management, business process analysis, data analysis, graphing, trend analysis, system administration, knowledge management, and ITIL.
• Ability to maintain a customer-focused approach and manage risks in accordance with hirify.global's Enterprise Risk Management Framework.

Nice to have

• A+ or Network+ certification.
• Demonstrated experience troubleshooting end-user technology in an enterprise environment.

Culture & Benefits

• In-office work environment with a supportive and inclusive culture.
• Eligible full-time employees may receive medical, prescription, dental, vision, life, and disability coverage.
• Benefits may include an HSA, 401(k) matching, pension, stock purchase plans, dependent-care support, and educational assistance.
• Paid time off may include parental leave, up to 11 paid holidays, 9 occasional absence days, and 15–25 vacation days depending on career level and years of service.
• hirify.global does not provide employment visa sponsorship or participate in STEM OPT for this position.