IT Helpdesk Technician (Salesforce)

Location: Colombia, Costa Rica, or the Dominican Republic. Remote virtual freelancer role working Monday through Friday, 8:00 AM–5:00 PM Eastern Time.

Company

hirify.global is a humanitarian immigration practice supporting individuals and families seeking safety, stability, and a path forward.

What you will do

• Provide timely Tier 1 and Tier 2 technical support for Salesforce, Microsoft 365, hardware, software, and other Firm applications.
• Log, categorize, prioritize, troubleshoot, and resolve requests in HALO, documenting communications, resolutions, and business impact.
• Diagnose, deploy, configure, repair, and upgrade computers, peripherals, printers, and related equipment.
• Resolve Salesforce login, authentication, navigation, record access, reporting, usability, SSO, and MFA issues.
• Process approved account provisioning, access changes, modifications, and deactivations using identity-verification procedures.
• Maintain asset records, knowledge articles, procedures, and support documentation while collaborating with IT, Security, Salesforce teams, and vendors.

Requirements

• High school diploma or equivalent required; an Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• 1–3 years of relevant experience in helpdesk, technical support, or customer service.
• Working knowledge of Microsoft 365 services, including Teams, SharePoint, Exchange Online, and OneDrive.
• Working knowledge of Salesforce, basic Salesforce troubleshooting and administration, and previous Tier 1 Salesforce support experience in an SSO environment.
• Familiarity with IT ticketing and problem-management platforms, printer and peripheral setup, and hardware support.
• Proficiency with Windows operating systems and working knowledge of macOS.
• Ability to manage account access, authentication, connectivity, hardware, and software issues while escalating only when needed.
• Strong analytical, problem-solving, communication, documentation, prioritization, and customer-service skills; ability to explain technical concepts to non-technical users and remain composed under deadlines.
• Ability to partner with senior IT staff, IT Security, Salesforce and Litify development teams or administrators, vendors, and end users.

Nice to have

• Salesforce Certified Associate, Salesforce Administrator, CompTIA A+, or Microsoft Fundamentals certification.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.

Culture & Benefits

• Virtual freelancer engagement with a collaborative, client-focused culture centered on learning, advocacy, efficiency, nimbleness, and service.
• Paid time off, including vacation, sick leave, and personal days, consistent with local country requirements.
• Paid country-specific public holidays and locally aligned health benefits.
• Local payroll in native currency with taxes, social contributions, and statutory benefits handled automatically.
• Retirement or pension contributions and access to local HR compliance support.
• Requires a current computer with Windows 11 or recent macOS, at least 8 GB RAM, and sufficient fast-drive storage.