Tier II Help Desk Analyst (Microsoft 365)

Location: Onsite in Tempe, AZ, Monday-Friday, 9:00am-5:00pm PST. Occasional travel to client sites or meetings may be required.

Salary: $45,000.00-$57,000.00 USD annually.

Company

hirify.global is a federal contractor delivering engineering, technology, and mission-focused solutions.

What you will do

• Provide Tier 2 support for complex software, hardware, network, workstation, server, and endpoint issues.
• Serve as the onsite technical liaison and support Microsoft 365, endpoint provisioning, Active Directory, and Entra ID administration.
• Provide Unified Communications and Collaboration support covering webinars, video teleconferencing, A/V conferencing, VoIP, mobile devices, Intune, asset management, and IVR/ACD systems.
• Develop and maintain ServiceNow workflows, dashboards, incident records, documentation, and Help Desk service communications.
• Support Power BI reporting, remote automation, patching, compliance, configuration baselines, VPN, wireless, and remote connectivity.
• Provide VIP support, coordinate executive event technology, monitor Help Desk utilization, participate in disaster recovery exercises, and perform root cause analyses.

Requirements

• Must be able to work onsite in Tempe, AZ Monday-Friday from 9:00am-5:00pm PST.
• Must be able to obtain and maintain a Public Trust security clearance issued by the National Credit Union Administration; U.S. citizenship is required.
• 5+ years of professional Tier 2 Help Desk experience.
• Bachelor’s degree in Information Technology or equivalent experience.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, SharePoint, Intune, and Exchange Online.
• Experience with webinars, video teleconferencing, A/V conferencing, VoIP, cellular devices, asset management, and mobile device management with Intune.
• Experience administering account moves, adds, changes, provisioning, and user administration in Active Directory and Entra ID.
• ServiceNow Help Desk experience and proven ability to resolve Tier 2 tickets promptly and effectively.
• Experience with VPN, wireless networking, remote access tools, troubleshooting, documentation, customer service, written and verbal communication, and attention to detail.

Nice to have

• Microsoft Azure Administrator, Modern Desktop Administrator, Microsoft Teams Voice Engineer Expert, Microsoft Power Platform App Maker, Cisco CCNA or CCNP, ITIL v4 Foundation, or ServiceNow Administrator certification.
• Scripting experience with PowerShell or JavaScript.
• Familiarity with Azure DevOps and CI/CD.

Culture & Benefits

• Full-time employment with a mission-focused federal contractor.
• Medical, dental, and vision insurance; life insurance; short- and long-term disability coverage; and supplemental insurance options.
• Three weeks of paid time off, 11 paid federal holidays, 401(k) matching, and flexible spending accounts.
• Professional development and certification reimbursement, training assistance, wellness incentives, and possible flexible work arrangements based on business needs.
• Work involves extended computer use, occasional lifting of up to 20 pounds, and a fast-paced environment requiring quick decision-making.

Hiring process

• Applications are reviewed continuously until the position is filled; early application is encouraged.
• Submit an application through the company careers page. Reasonable application or interview accommodations are available upon request.