IT Helpdesk Support I (SaaS)

TL;DR

IT Helpdesk Support I (SaaS): Providing foundational technical support and access management for internal company tools and systems with an accent on ticket handling, identity management, and device provisioning. Focus on applying security best practices and documenting resolutions to ensure reliable access for a distributed global team.

Location: Remote

Company

hirify.global is a global leader in AI-driven personalization, building an agentic platform that powers autonomous search, marketing, and conversational shopping for over 1,400 brands worldwide.

What you will do

• Serve as the first point of contact for internal IT incidents and service requests via Slack, email, and ticket systems.
• Manage account lifecycles, including provisioning and deprovisioning access across SaaS tools like JumpCloud and Google Workspace.
• Perform laptop setup and configuration for new hires according to security and IT standards.
• Provide basic troubleshooting for OS, connectivity, and core software applications.
• Contribute to the IT knowledge base by documenting resolutions and suggesting improvements to standard operating procedures.
• Collaborate with security and infrastructure teams to maintain endpoint compliance and enforce identity access policies.

Requirements

• 0–2 years of experience in a technical support, helpdesk, or service desk role.
• Solid understanding of macOS and/or Windows operating systems and network fundamentals.
• Proven ability to follow runbooks and defined procedures with high attention to detail.
• Strong customer service orientation with professional verbal and written English communication skills.
• Demonstrated interest in IT through coursework, certifications, or personal projects.
• Basic understanding of SaaS, identity providers, and information security concepts such as MFA and least privilege.

Nice to have

• Experience with Google Workspace, Slack, and Zoom.
• Familiarity with ticketing tools like Freshservice, Zendesk, or ServiceNow.
• Knowledge of identity and access management solutions like JumpCloud, Okta, or Azure AD.
• Relevant entry-level IT certifications (e.g., CompTIA A+, Google IT Support).

Culture & Benefits

• Virtual-first working environment with significant freedom, trust, and responsibility.
• Flexible working hours to accommodate individual working styles.
• Annual professional development budget of $1,500 for books, courses, or certifications.
• Comprehensive wellbeing support, including an Employee Assistance Program and a subscription to the Calm app.
• Five paid volunteer days per year to support community initiatives.
• Quarterly 'DisConnect' days to help team members unwind and focus on life away from the screen.