Tier 1 Service Desk Support Specialist

Location: Chattanooga, Tennessee, United States

Company

hirify.global provides staffing and technical support opportunities.

What you will do

• Provide tier-one support for desktop hardware, business applications, telephony systems, and LAN/WAN/VPN connectivity through phone, chat, and email.
• Record, track, and manage incidents and service requests in an ITSM platform through resolution.
• Collect and validate diagnostic information before escalating complex issues to tier-two and tier-three engineering teams.
• Manage security access and user permissions in accordance with data-governance standards.
• Deliver high-touch support to employees, remote staff, and external partners while contributing to knowledge-base improvements.

Requirements

• Associate’s degree or equivalent relevant IT support experience.
• At least two years of end-user technical support or high-volume professional call center experience.
• Strong knowledge of Windows operating systems and proficiency with Outlook, Word, Excel, and PowerPoint.
• Experience using an ITSM platform and strong written and verbal communication skills.
• Ability to work flexible shifts in a 24x7x365 environment, including rotating weekends, holidays, and overtime.
• Support Center Analyst and ITIL Foundation certifications must be completed within the first 12 months of employment.

Culture & Benefits

• Study support is provided for the required certifications.
• Temporary assignments lasting 13 weeks or longer may include medical, dental, vision, and 401(k) benefits.
• Statutory sick pay is provided where required.
• Reasonable accommodations are available throughout the employment process.