Case Management Service Desk Analyst

TL;DR

Case Management Service Desk Analyst: Provides help desk and system deployment services for case management and electronic case filing systems with an accent on troubleshooting, analytical, and decision-making skills. Focus on resolving application, functional, and technical issues for end-users and maintaining a knowledge base.

Location: Remote (USA)

Salary: $55,000–$70,000 Annually

Company

hirify.global is a company transforming government IT by delivering innovative services and solutions to improve how government agencies operate.

What you will do

• Provide support for CM/ECF and resolve application/technical issues.
• Utilize ITSM tools for issue tracking and timely updates.
• Perform remote troubleshooting and determine optimal solutions.
• Properly escalate unresolved queries to higher support levels.
• Ensure proper recording, documentation, and closure for each issue.
• Preserve and grow the knowledge base and provide documentation recommendations.

Requirements

• Minimum 2 years of IT work experience.
• Strong understanding of troubleshooting IT issues.
• Good verbal and written communication skills.
• Must be able to acquire and maintain an AOUSC Public Trust clearance.
• Must be located in the United States.

Nice to have

• Experience with ServiceNow.
• Software application management experience.
• Networking/Security experience.
• Knowledge of Microsoft Office & Teams and LINUX.
• Understanding of ITIL best practices.
• Background in Federal appellate, district, and bankruptcy court operations.

Culture & Benefits

• Meaningful work and collaborative team environment.
• Employee Assistance Program (EAP) and corporate discounts.
• Learning & Development platform, including certification preparation.
• Referral bonus program and internal mobility.
• Pet insurance and a flexible work environment.
• Investment in employees and continuous enhancement of the employee experience.

Hiring process

• Virtual video interview with the hiring manager/team, requiring camera on and valid photo ID.
• Enhanced Biometrics ID verification screening.
• Background check including criminal history, education, and employment history verification.