Desktop Support Engineer - Charlestown MA Office Hybrid

Location: Hybrid; onsite in the Charlestown, Massachusetts office 2 days per week every other week.

Salary: $21.00–$25.00 per hour.

Company

hirify.global is a digital technology services provider delivering managed services, cybersecurity, cloud, automation, and modernization support to mid-market and enterprise organizations.

What you will do

• Provide first-level phone and web-ticket support, troubleshoot customer issues, and resolve or escalate incidents within SLA requirements.
• Communicate ticket status and resolutions clearly and promptly to customers.
• Create, review, and maintain help desk documentation, knowledge-base articles, and customer-environment records.
• Configure and image desktops and laptops, and support hardware, printers, mobile devices, peripherals, and broadband wireless devices.
• Work with vendors when required and continuously develop technical and customer-service skills.
• Maintain regular, predictable, and punctual attendance; occasional holiday or weekend work may be required.

Requirements

• 3–5 years of service desk experience.
• Experience providing technical assistance over the phone and managing multiple open tickets in a fast-paced environment.
• Ability to investigate, analyze, troubleshoot, and resolve customer issues independently, including making resolution decisions without supervision.
• Excellent verbal and written communication skills and motivation to learn new technologies and practices.
• Proficiency with Windows 7, 10, and 11; Microsoft Office applications including Outlook, Word, Excel, PowerPoint, Visio, and Project; and email support for Microsoft 365, Exchange, and POP.
• Proficiency with Microsoft 365 and Azure administration portals, MFA/2FA applications, spam filtration tools, and ITSM ticketing applications.
• Basic understanding of corporate IT environments, PC and laptop setup, LAN, WAN, wireless technologies, and VPN clients.
• Ability to troubleshoot laptops, desktops, thin clients, USB devices, peripherals, printers, iPhone, Windows Mobile, Android devices, and broadband wireless equipment.
• Basic knowledge of security principles and best practices, virus and malware remediation, and antivirus or next-generation antivirus tools.

Nice to have

• MSP service desk experience.

Culture & Benefits

• Hybrid work arrangement with required onsite presence in the Charlestown office.
• Work in a fast-paced managed-services environment supporting multiple clients and priorities.
• Opportunities for continual technical, technology-practice, and customer-service skill development.
• Equal employment opportunity and reasonable accommodations for employees with disabilities.