Tier 1 Service Desk Support Specialist

TL;DR

Tier 1 Service Desk Support Specialist (IT Support): Provide first-response technical support and restore business-critical services for internal and external users with an accent on incident lifecycle management in an ITSM platform and troubleshooting Windows, Microsoft Office, and network connectivity. Focus on escalation readiness with detailed diagnostics, secure access/user permissions, and delivering high-touch “white-glove” support in a 24x7x365 environment.

Location: Chattanooga, 37402

Company

hirify.global provides IT support services for internal and external users.

What you will do

• Deliver tier-one support for desktop/PC hardware, business applications, telephony systems, and network connectivity (LAN/WAN/VPN) via phone, chat, and email.
• Log, track, and manage incidents and requests end-to-end in an IT Service Management (ITSM) platform until resolution.
• Collect and validate diagnostic details to enable smooth escalations to tier-two/tier-three engineering teams.
• Manage security access and user permissions while complying with internal regulatory and data-governance standards.
• Use knowledge bases to resolve issues quickly and contribute to expanding documentation.
• Work rotating weekend/holiday/overtime shifts in a 24x7x365 service environment.

Requirements

• Associate’s degree or equivalent experience in IT support.
• 2+ years of end-user technical support experience and/or experience in a high-volume professional call center environment.
• Strong working knowledge of Windows Operating Systems.
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Experience working with an ITSM (IT Service Management) platform.
• Exceptional oral and written communication skills; ability to troubleshoot with users of varying technical abilities.

Nice to have

• Support Center Analyst and ITIL Foundation certifications (or ability to complete within the first 12 months).

Culture & Benefits

• Major medical, dental, and vision benefits for temporary assignments lasting 13 weeks or longer.
• 401k and statutory sick pay where required.
• Study support provided to complete required certifications within the first 12 months.
• Reasonable accommodations available during the employment process.
• Participation in E-Verify in certain locations as required by law.

Hiring process

• Certification plan review for Support Center Analyst and ITIL Foundation completion within the first 12 months.
• Interview(s) focused on troubleshooting, communication, and incident handling in an ITSM environment.