Tier I Service Desk Analyst (Help Desk Support Specialist I)

Location: Washington, DC Metropolitan area; hybrid schedule currently required, subject to change based on company or contract requirements.

Salary: $45,000–$55,000 per year.

Company

hirify.global delivers solutions in cyber, engineering, financial management, and information technology for federal government clients.

What you will do

• Diagnose and resolve software, hardware, operating system, application, printer, copier, and scanner incidents.
• Support users with logged IT-related incidents and restore service through temporary or permanent fixes.
• Record, update, and document requests in the IT service desk system.
• Upgrade software and hardware and escalate incidents to other support teams when necessary.
• Provide efficient, appropriate customer service to technical and non-technical users.
• Participate in the Annual Performance Review Process and support equality and diversity policies.

Requirements

• Excellent verbal and written communication skills with technical and non-technical colleagues at all organizational levels.
• Ability to take ownership of issues, escalate incidents when necessary, manage changing priorities, and work effectively as part of a team.
• Ability to create, maintain, and publish support documentation that helps resolve incidents and service requests and enables users to become more self-sufficient.
• Willingness to attend internal training to stay current with technology and internal system processes.
• Ability to undertake other necessary duties without changing the nature or level of responsibility.
• CompTIA A+ Certification.
• High school diploma or GED.
• Ability to obtain a Public Trust clearance.

Nice to have

• ITIL4 Foundation or higher.
• HDI Support Center Analyst or HDI Customer Service Representative certification.
• KCS Principles.

Culture & Benefits

• Full-time employment with health, life, disability, and retirement plans.
• Paid time off, professional growth opportunities, and tuition assistance.
• Collaborative, people-first culture with support for employee development and inclusion.
• No travel is required.