Associate Help Desk Analyst

Location: On-site in Sioux Falls, South Dakota, United States

Salary: $24.88–$29.89 per hour; bonus and/or commission eligible

Company

hirify.global provides a cloud platform with AI solutions for the insurance, vehicle repair, automotive, and parts industries.

What you will do

• Handle Tier 1+ help desk escalations through tickets, email, and required phone support; track, route, follow up on, document, and close requests.
• Provide customer-facing troubleshooting and explain problem-solving steps to end users.
• Maintain Microsoft Entra ID accounts, group memberships, access, authentication settings, and onboarding hardware configurations.
• Provision, configure, troubleshoot, and support Windows PCs, Macs, iPads, mobile devices, printers, scanners, peripherals, and desktop applications.
• Support wired and wireless connectivity, VOIP telephony, conference-room audio/video and telepresence equipment.
• Document and expand the ticketing and internal knowledge bases and recommend procedure improvements.

Requirements

• Proven help desk support experience with required live phone troubleshooting.
• At least 2 years of experience working in a Windows/Mac environment.
• Working knowledge of Windows 11, macOS, iPadOS, and Microsoft 365.
• Experience supporting Mac and PC hardware, iPads, mobile devices, printers, scanners, computer peripherals, and virtual or remote staff.
• Knowledge of client PC connectivity, including Ethernet and TCP/IP.
• Strong customer service and troubleshooting skills, with the ability to learn concepts quickly.
• Ability to communicate technical information verbally and in writing to a wide range of end users.
• Experience maintaining and updating Microsoft Entra ID and Active Directory accounts, group memberships, authentication settings, and access is preferred.

Culture & Benefits

• Values include integrity, customer focus, innovation, inclusion and diversity, tenacity, and connection.
• Benefits include 401(k) matching, paid time off, comprehensive health insurance, and an annual incentive plan performance bonus.
• Additional benefits include adoption assistance, tuition reimbursement, wellness programs, stock purchase plan options, and employee resource groups.
• CCC supports career development, collaboration, and inclusive employee experiences.

Hiring process

• A video interview is required and will be transcribed and retained for review by CCC and its recruiters.
• Generative AI or automated assistance is not permitted during interviews unless explicitly allowed for a specific exercise.