Junior Service Desk Analyst

TL;DR

Junior Service Desk Analyst (IT Support): Providing technical support for desktop applications, network troubleshooting, and clinical software to minimize downtime for clients and partners with an accent on first-contact resolution and incident documentation. Focus on diagnosing complex Microsoft product issues, maintaining knowledgebase practices, and ensuring high-quality customer service via phone support.

Location: Must be based in the USA. Support for remote, hybrid, and onsite work depending on client needs.

Company

hirify.global is a global technology partner that combines engineering and industry expertise to create digital platforms and intelligent experiences for leading brands.

What you will do

• Resolve IT incidents via phone, diagnosing and solving desktop and network issues.
• Provide first-contact resolution for the majority of technical incidents in a timely manner.
• Document troubleshooting steps and solutions consistently within the internal knowledgebase.
• Escalate complex incidents to higher-level support teams when necessary.
• Communicate status updates to customers and report trends to leadership and NOC teams.
• Provide on-call support during non-business hours as scheduled.

Requirements

• Location: Must be based in the USA.
• Associate’s degree in Computer Science, Information Systems, or a similar technical major.
• Minimum of six months of related IT support experience.
• Proven ability to troubleshoot Microsoft products and healthcare/clinical applications.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Valid driver’s license and acceptable driving record for occasional business travel (up to 5%).

Nice to have

• Technical certifications that may be considered in lieu of some educational requirements.

Culture & Benefits

• Competitive salary package including share plans and performance bonuses.
• Global career opportunities with non-linear paths and dedicated career coaching.
• Extensive learning ecosystem with certifications, workshops, and online platform subscriptions.
• Hybrid work options, flexible working hours, and an employee assistance programme.
• Comprehensive US benefits including medical, dental, vision, and 401(k) with employer match.