Service Desk Analyst (IT Support)

TL;DR

Service Desk Analyst (IT Support): Providing first-level technical support and incident resolution for university users with an accent on ticketing system management and remote troubleshooting. Focus on diagnosing technical issues across Microsoft applications, SIS, and cloud telephony to ensure service level targets are met.

Location: Remote (Must be based in the USA)

Salary: $18–$21/hr

Company

hirify.global is a staffing agency providing professional workforce solutions across various sectors.

What you will do

• Act as the primary contact for all IT-related requests via phone and ticketing systems.
• Perform initial triage, diagnose, and resolve basic to moderate technical issues remotely.
• Document troubleshooting activities and updates in a centralized ticketing system.
• Support users with Microsoft Office, SIS, Workday, Salesforce, and collaboration tools.
• Ensure accurate ticket assignment and track resolutions to meet service level targets.

Requirements

• Must be based in the USA.
• Minimum 2 years of experience in a customer service role.
• Minimum 1 year of experience providing technical support.
• Proficiency in Microsoft Office applications and collaboration tools like Zoom and Teams.
• Associate's degree in technology or a related field, or equivalent experience.

Nice to have

• Experience with Service Desk or Call Center environments.
• Knowledge of higher education applications such as LMS, SIS, or ERP.
• CompTIA certification or equivalent.

Culture & Benefits

• Full remote work arrangement.
• Benefits are provided.
• Opportunity to work in a remote team and contribute to process improvement.