IT Helpdesk Support Service Specialist

Location: Huntsville, Alabama, United States; onsite office role with flexible shifts across a 24/7 operation, including weekends and holidays.

Company

hirify.global is the federal segment of Everforth, delivering technology solutions in data and AI, cybersecurity, and enterprise transformation for defense, intelligence, and federal civilian agencies.

What you will do

• Serve as the primary contact for end-user IT inquiries through phone and self-service channels.
• Triage, troubleshoot, resolve, or escalate tickets while maintaining detailed diagnostic notes.
• Perform password changes and resets across FBI enclaves.
• Install, configure, and support desktop software applications and provide remote desktop assistance.
• Keep customers informed, advise on issue prevention, and achieve first-call resolution where possible.
• Collaborate with management and support entities to meet SLAs and use metrics for continuous improvement.

Requirements

• Current Top-Secret Clearance required, with the capability to obtain SCI / CI-Poly if needed for contract requirements.
• Ability to thrive in a 24/7 operational environment.
• Excellent interpersonal and customer service skills.
• In-depth knowledge of IT Service Management practices and processes.

Nice to have

• Bachelor’s degree or an equivalent combination of education, technical certifications, and hands-on experience.
• HDI certification.
• Direct experience with JIRA, Avaya telephony systems, Agile project management methodologies, SLA-driven environments, or Help Desk-focused programs.
• At least one year of call center or help desk management experience.
• Background in government or law enforcement IT support.

Culture & Benefits

• Full-time work supporting mission-critical government and contractor users, including CONUS and OCONUS personnel.
• Shift assignments support a 24/7 operation and may include weekends and holidays; individual shift preferences are not guaranteed.
• Culture emphasizes excellence in delivery, innovation, accountability, and mission-driven collaboration.
• Equal opportunity employment is provided in accordance with applicable federal, state, and local law.