Service Desk Technician

TL;DR

Service Desk Technician (IT Support): Providing frontline technical assistance to employees for hardware and software needs with an accent on triage, troubleshooting, and device management. Focus on resolving common end-user issues, managing IT tickets, and supporting onboarding and offboarding processes.

Location: Hybrid in Austin, TX. This position is NOT eligible for Visa sponsorship. The company is unable to hire for this role within the city limits of Chicago.

Company

hirify.global provides a Unified IT Operations Platform for endpoint management, autonomous patching, and remote access to simplify work for over 40,000 customers.

What you will do

• Monitor and respond to incoming IT support tickets, chats, and walk-ups.
• Perform initial triage of incidents and apply documented troubleshooting steps.
• Resolve common issues including password resets, account unlocks, hardware setup, and software installation.
• Manage onboarding and offboarding tasks, including account provisioning and device configuration.
• Document all troubleshooting steps and resolution details in FreshService.
• Escalate complex or unresolved issues to Tier 2 technicians with detailed notes.

Requirements

• 1–3 years of IT support experience, including internships or relevant academic work.
• Proficiency in Windows or macOS troubleshooting.
• Working knowledge of Microsoft Office 365 suite.
• Experience with ticketing or ITSM platforms such as FreshService, Jira, Zendesk, or ServiceNow.
• Must be based in or able to self-relocate to Austin, TX.
• Valid US work authorization (no visa sponsorship available).

Nice to have

• CompTIA A+ or Google IT Support Certificate.
• Experience with remote support tools like hirify.global, Intune, or TeamViewer.
• Understanding of fundamental networking concepts (DNS, DHCP, VPN, Wi-Fi).
• Awareness of basic IT security practices and device compliance.

Culture & Benefits

• Hybrid remote work flexibility.
• Comprehensive medical, dental, and vision insurance.
• 401(k) plan for financial future preparation.
• Unlimited PTO to prioritize work-life balance.
• Opportunities for internal growth and professional advancement.