Service Desk Technician

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

Salary: $25 per hour

Company

hirify.global delivers IT services and solutions for government agencies and federal customers.

What you will do

• Provide Tier 1 technical support to end users through phone, email, and personnel requests.
• Respond to, diagnose, document, track, and resolve incidents and service requests.
• Support PC, server, mainframe applications, and related hardware.
• Perform password resets and guide callers through solutions using the knowledge base.
• Coordinate with network services, software engineering, and application development teams to restore service and identify root causes.
• Maintain first-contact resolution, speed-of-answer, ticket accuracy, and contractual service levels.

Requirements

• High school diploma or equivalent.
• 0–2 years of experience and a basic understanding of computer systems.
• Must have or obtain within six months of hire an ITIL Foundation certification, A+ certification, and Helpdesk Institute or Service Desk Institute certification.
• Must be able to obtain and hold a public trust clearance.
• Flexibility to work shifts across 24-hour, 7-day operations is required.

Nice to have

• MCSA Office 365 certification.

Culture & Benefits

• Flexible work environment.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance, including reimbursement for required certification costs.
• Employee Assistance Program, corporate discounts, referral bonuses, internal mobility, and pet insurance.
• Collaborative environment focused on meaningful government IT work.

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.
• Enhanced biometric identity verification and background screening, including criminal history, education, and employment verification.