Production Support Specialist (IT Support)

TL;DR

Production Support Specialist (IT Support): Managing and resolving technical issues for federal agency applications with an accent on SLA adherence and process optimization. Focus on building help desk work streams, creating standard operating procedures, and driving continuous improvement through operational metrics.

Location: Remote (Must be based in the United States)

Salary: $132,316

Company

hirify.global is a people-first, remote-work government contractor providing human-centered solutions for federal agencies.

What you will do

• Plan, prioritize, and schedule Helpdesk activities to ensure maximum issue resolution within committed SLAs.
• Record incidents and provide end-user support while documenting resolutions.
• Implement and iterate on enterprise-level support processes, procedures, and documentation.
• Build a help desk work stream to support application end users and triage across the ecosystem.
• Monitor and report on key production support metrics to drive operational stability and actionable insights.
• Communicate issues and resolutions clearly across all organizational levels using standardized language.

Requirements

• 8+ years of professional Helpdesk experience (degree offsets available).
• Experience creating and/or improving Help Desk standard operating procedures (SOPs).
• Must be able to obtain a Public Trust Federal security clearance.
• Must have lived and worked in the United States for 3 out of the last 5 years.
• Excellent written and verbal communication skills.
• Must be authorized to work in the U.S.; no visa sponsorship provided.

Nice to have

• Familiarity with the US Web Design System.
• Experience working with government agencies.
• U.S. Veteran status.

Culture & Benefits

• Self-managed work/life balance and flexibility.
• Employee Stock Ownership (ESOP) and 401K matching.
• Comprehensive medical, dental, and vision insurance.
• Paid federal holidays, floating holidays, and parental leave.
• Self-managed professional development and wellness budgets.
• Employer-paid short-term, long-term, and life insurance.