IT Support Intern

Location: Remote within the United States or Canada; four-month term from January to April 2027. Travel for in-person engagement may be required, including department offsites, team meetings, and customer or industry events.

Company

hirify.global develops cybersecurity and Unified Access Management products that help businesses secure identities, application sign-ins, devices, SaaS tools, and AI tools.

What you will do

• Review new Freshservice tickets for completeness, apply categories and priorities, and route requests to the appropriate technician or team.
• Maintain support queues by identifying unassigned, aging, duplicate, and stalled tickets, following up with owners, and flagging uneven workloads.
• Compile reports on ticket volume, backlog, SLA performance, and common request types, and prepare summaries for team meetings using the AI toolkit.
• Collaborate with IT Engineering, Enterprise Systems, IT Operations, and Workplace Technology.
• Acknowledge requests, collect missing information, provide status updates, and confirm whether users still need assistance.

Requirements

• Willingness to take on new challenges and see them through to completion.
• Willingness to ask questions, make mistakes, and learn from them.
• Curiosity and interest in finding better ways of working.
• Ability to collaborate and succeed as part of a team.

Nice to have

• Organization and attention to detail, including accurate ticket information, deadline tracking, and follow-through.
• Clear, professional communication for ticket notes, focused questions, and courteous user and technician updates.
• Ability to prioritize requests, apply urgency guidelines, recognize tickets requiring attention, and escalate appropriately.
• Basic technical literacy, familiarity with common workplace technology, and willingness to learn troubleshooting guides and Freshservice workflows.
• Discretion and respect for access boundaries, including careful handling of information and recognition of requests requiring additional discovery or authorization.

Culture & Benefits

• Remote-first environment with collaboration, transparent communication, feedback, and a focus on keeping things simple, leading with honesty, and putting people first.
• Generous paid time off of 2.08 days per month, equivalent to 1.5 work weeks during the four-month term.
• Company-wide wellness days, with one day per quarter.
• Employee-led inclusion and belonging programs, employee resource groups, and peer-to-peer recognition through Bonusly.
• Access to hirify.global University, learning sessions, monthly internship events, and socials.
• AI is used across the organization with human accountability and security-focused evaluation; team members are expected to learn AI best practices and identify meaningful applications.

Hiring process

• Successful applicants must complete a background check that may include employment, reference, education, criminal, publicly available social media, and credit-history checks where permitted by law.
• Accommodation is available upon request during the recruitment process.