IT Help Desk Specialist (AI)

Location: Fully remote; U.S. Citizenship Required. Other location: RCP HQ, McLean, Virginia.

Salary: $65,000–$75,000 per year, plus bonus and equity package.

Company

hirify.global is an insights company using artificial intelligence, mathematical optimization, data analytics, and software engineering to optimize complex systems and help customers anticipate, assess, and mitigate disruption.

What you will do

• Manage the Zendesk help desk queue, triaging, resolving, and escalating requests within defined service levels.
• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment.
• Manage the user account lifecycle in Microsoft Entra ID and connected SaaS applications, including onboarding, offboarding, device provisioning, license assignment, and access removal.
• Build and maintain the IT Knowledge Base with how-to articles and troubleshooting guides.
• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform; maintain asset and license records.
• Support password resets, MFA enrollment, sign-in issues, security procedures, incident reporting, and process or tooling improvements.

Requirements

• 2+ years of help desk or desktop support experience.
• Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses.
• Working knowledge of Windows and macOS troubleshooting.
• Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management.
• U.S. Citizenship Required.
• Strong written communication skills and the ability to write clear end-user documentation.
• Customer-focused approach and the ability to manage multiple requests at once.

Nice to have

• Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne.
• Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks.
• Experience supporting a defense contractor or other regulated environment.
• CompTIA A+, Security+, or Microsoft 365 certifications such as MD-102 or MS-900.
• Ability to obtain and maintain a U.S. security clearance.

Culture & Benefits

• Fully remote work environment with a flexible schedule.
• 100% employer-paid medical, dental, and vision insurance for employees and families.
• Unlimited PTO with manager approval.
• 14 weeks of fully paid parental leave.
• Bonus and equity package.