Service Desk Technician

Location: Remote, but the employee must be located in Hancock County, Mississippi, or an adjacent county; travel to a customer site may be required for computer setup and service.

Pay range: $25 hourly.

Company

hirify.global delivers IT services and solutions that help government agencies operate and serve citizens.

What you will do

• Provide Tier 1 service desk and call center support to federal-customer end users.
• Respond to, diagnose, research, and resolve incidents involving computer systems, applications, and hardware.
• Handle phone, email, and personnel requests; perform password resets and guide callers using the knowledge base.
• Collect caller information and accurately document, track, monitor, acknowledge, and assign tickets.
• Coordinate with network services, software systems engineering, and application development teams to restore service and identify root causes.
• Support service-level, first-call-resolution, speed-of-answer, and contractual response targets across 24/7 operations.

Requirements

• High school diploma or equivalent.
• 0–2 years of experience.
• Basic understanding of computer systems and how to use them.
• Must have, or be able to obtain within six months of hire, ITIL Foundation, A+, and Helpdesk Institute or Service Desk Institute certification; certification costs are reimbursed by hirify.global.
• Must be able to obtain and hold a public trust clearance.
• Shift flexibility is required for 24-hour, 7-day-a-week operations.

Nice to have

• MCSA Office 365 certification.
• A+ certification.
• HDI or SDI certification.
• ITIL Foundation certification.

Culture & Benefits

• Collaborative environment focused on meaningful government IT work.
• Employee Assistance Program, corporate discounts, pet insurance, and referral bonuses.
• Learning and development platform, including certification preparation content.
• Training, education, and certification assistance; available to full-time employees.
• Internal mobility program and flexible work environment.

Hiring process

• Virtual video interview with the hiring manager and/or team; the camera must be on and a valid photo ID must be presented during each interview.
• Hiring includes enhanced biometric ID verification and background checks covering criminal history, highest education level, and employment history for the past seven years.