Desktop Support Technician (IT Infrastructure)

TL;DR

Desktop Support Technician (IT Infrastructure): Providing first and second tier technical support for hardware and software with an accent on incident management and IT asset control. Focus on troubleshooting Windows/macOS environments, managing new hire setups, and ensuring SLA adherence via ServiceNow.

Location: On-site in Phoenix, Arizona (Monday–Thursday) with optional remote assistance on Fridays.

Company

hirify.global is a corporate environment focused on delivering professional business solutions.

What you will do

• Provide L1/L2 support for desktops, laptops, and peripherals for onsite and remote users.
• Manage the full lifecycle of IT tickets using ServiceNow ITSM to meet strict SLA response and resolution times.
• Oversee IT asset inventory, logistics, and equipment deployment for remote employees.
• Coordinate and execute new hire workstation setups and lead IT onboarding sessions.
• Develop and maintain technical documentation for internal teams and end-users.
• Troubleshoot connectivity, VPN, and software access issues.

Requirements

• 3+ years of experience in Desktop Support or IT Help Desk in an on-site role.
• 2+ years of experience supporting macOS devices.
• Proficiency with Jamf, Apple Business Manager, and Apple remote device support.
• Strong knowledge of Windows, Office 365, and VPN troubleshooting.
• Experience with ServiceNow ITSM or similar ticketing systems for incident management.
• Must be based in Phoenix, Arizona to fulfill on-site support obligations.

Nice to have

• Certifications such as CompTIA A+, ITIL Foundation, Microsoft, or Apple Device Support.
• Prior experience working within a corporate IT environment using ticketing best practices.

Culture & Benefits

• Collaborative and supportive team environment.
• Clear opportunities for growth and learning within an IT career path.
• Hybrid work flexibility with optional remote Fridays.