Support Analyst (IT)

Location: Onsite in Carmel, Indiana, United States HQ office or remote from the United States or Canada. Required availability is 7:00 AM–8:00 PM Monday–Friday, with overtime as needed.

Compensation: $20.00–$22.00 USD per hour.

Company

hirify.global is a publicly traded technology, data, and innovation company operating a digital marketplace for wholesale used vehicles.

What you will do

• Provide first-level technical support for custom applications, hardware, software, and network issues by email and phone, targeting 85% first-contact resolution.
• Respond to incidents and service requests, diagnose root causes, distinguish application, hardware, and network issues, and route cases appropriately.
• Follow escalation procedures and provide timely follow-up through resolution while achieving a customer satisfaction score of 4.5 or higher.
• Document support activities in ServiceNow and maintain accurate ticket records.
• Troubleshoot Windows operating systems, Google Workspace, Microsoft applications, and related technical issues.
• Identify automation and process-improvement opportunities, enhance customer self-service, and collaborate with analysts, technical specialists, and escalation teams.

Requirements

• At least 1 year of experience providing customer or technical support, preferably in a ticket-based environment.
• Working knowledge of Windows operating systems, Google Workspace, and Microsoft Office Suite.
• Ability to distinguish application, hardware, and network issues for efficient troubleshooting.
• Familiarity with Windows Registry, INI files, and Control Panel settings.
• Experience with TCP/IP, LAN/WAN, Active Directory, network printers, and A/V systems.
• Experience using ServiceNow or another ticket management system.
• Strong verbal and written communication, professional telephone etiquette, organizational skills, and documentation skills.
• Ability to work effectively under pressure, manage multiple issues simultaneously, triage priorities, and take initiative in identifying and resolving problems.
• Ability to work the required support hours with flexibility for overtime.

Nice to have

• Proficiency with Mac, Apple iOS, and Android.
• Fluency in French, spoken and written, to support customers in Canada.
• Progress toward a technical certification or a two-year degree in Computer Science, Information Systems, or a related field.
• Experience troubleshooting and repairing hardware.
• Knowledge of wireless technology and network configuration.

Culture & Benefits

• Customer-focused, analytical, collaborative, detail-oriented, resilient, and orderly work environment.
• Medical, dental, and vision benefits with employer HSA contributions and FSA options in the United States.
• Immediately vested 401(k) with company match in the United States or RRSP with company match in Canada.
• Paid vacation, personal, sick, maternity, and paternity leave, plus employer-paid disability and life insurance benefits in applicable locations.
• Employee assistance program, paid volunteer day, tuition reimbursement, and opportunities for skill development and internal advancement.