Service Desk Agent Tier 1.0 (IT Support)

TL;DR

Service Desk Agent Tier 1.0 (IT Support): Providing Tier 1 technical support and call center services for a federal customer with an accent on incident diagnosis and resolution. Focus on troubleshooting PC, server, and mainframe applications, managing ticket documentation, and ensuring first-call resolution.

Location: Remote (Must be based in Hancock County, MS or neighboring counties)

Salary: $25 Hourly

Company

hirify.global is a government IT transformation company providing innovative services and solutions to improve how federal agencies operate.

What you will do

• Respond to and diagnose technical incidents via telephone, email, and personnel requests.
• Provide first-tier support for PC, server, and mainframe applications or hardware.
• Document, track, and monitor problems within the ticketing system to ensure timely resolution.
• Collaborate with network services and software systems engineering to identify root causes.
• Perform password resets and utilize the knowledge base to guide users through resolutions.
• Suggest system modifications to reduce recurring user problems.

Requirements

• High School Diploma or equivalent.
• 0-2 years of relevant experience.
• Basic understanding of computer systems.
• Must be able to obtain and hold a public trust clearance.

Nice to have

• MCSA Office 365 certification.
• ITIL Foundation certification.

Culture & Benefits

• Learning and Development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Flexible work environment and internal mobility programs.
• Employee Assistance Program (EAP) and corporate discounts.
• Pet insurance and referral bonus program.

Hiring process

• Virtual video interview with the hiring manager (camera and photo ID required).
• Enhanced Biometrics ID verification screening.
• Comprehensive background check including criminal history, education, and employment verification.