Service Desk Technician

Location: Secaucus, NJ, United States; onsite role. Certain positions may require U.S. citizenship or nationality, lawful permanent residence, refugee or asylee status, or eligibility to obtain an export control license or license exception.

Company

hirify.global, a Sanmina Company, designs, builds, and delivers technology infrastructure solutions for enterprise customers.

What you will do

• Maintain customer tickets in internal and external case management systems, including accurate notes, categories, statuses, and resolution checklists.
• Control the process of receiving, assigning, updating, escalating, and completing internal tickets.
• Track ticket progress and coordinate support teams to ensure resolution within SLA.
• Ensure field technicians follow company standard operating procedures.
• Support other organizational teams, provide feedback and guidance, and identify process improvements.
• Own the customer experience and drive initiatives to improve it.

Requirements

• Experience working in an IT support environment, including at least 1 year of experience operating in IT support.
• Computer or server hardware knowledge, including understanding of component and system-type failures.
• Fundamental understanding of computer architecture, including CPUs, power supplies, memory, graphics cards, and flash memory.
• Comfort working with the Microsoft 365 suite of tools.
• Ability to follow procedures for communicating, reporting, and escalating incidents to appropriate shift leads.
• Analytical, problem-solving, detail-oriented, proactive, positive, deliberate, and focused approach.
• Strong oral and written communication skills and ability to maintain a strong client focus.
• Ability to contribute to an effective team environment by sharing information, participating in regular meetings, asking questions, and staying informed about work status.

Nice to have

• Associate degree in IT, Computer Science, Electronics, or a related field, or equivalent experience.
• Relevant technical certifications such as A+, Network+, or Server+.
• At least 1 year of experience in hardware testing and break-fix.

Culture & Benefits

• Collaborative, fast-paced environment focused on learning, improvement, and delivering technology infrastructure solutions.
• Competitive base salary and eligibility for a performance-based annual bonus.
• 401(k) retirement savings plan and tuition reimbursement for eligible education programs.
• Medical, dental, and vision coverage; mental health resources; wellness support; and company-paid life and disability insurance.
• Paid time off, company-paid holidays, parental leave, and family care support programs.
• Structured training, on-the-job learning, matching gifts, and volunteer programs.