Associate Service Desk Technician - Tier I

TL;DR

Associate Service Desk Technician - Tier I: Deliver first-tier technical support via phone, chat, and ticketing with an accent on mobile device setup, login troubleshooting, and user-friendly resolution guidance. Focus on ServiceNow ticket management, accurate documentation, and meeting support performance metrics while maintaining Public Trust Security Clearance requirements.

Location: US-Remote

Company

hirify.global provides IT services and solutions that help government agencies operate and serve citizens.

What you will do

• Provide professional first-tier technical support via phone, chat, and ticketing.
• Handle mobile device setup, login credentials, application configuration, and user navigation.
• Document and update support tickets in ServiceNow while meeting contractual and internal standards.
• Use probing questions and active listening to diagnose issues, escalate appropriately, and maintain ownership through resolution.
• Communicate complex technical concepts clearly to end users and stay calm in high-stress situations.
• Meet performance metrics (ASA, FCR, CSAT) and proactively alert leadership to emerging issues or trends.

Requirements

• U.S. citizenship required.
• Must be able to obtain and maintain a Public Trust Security Clearance.
• Valid REAL ID-compliant driver’s license or valid U.S. passport required to meet clearance requirements.
• Minimum 1 year of technical support/help desk/call center experience (or relevant degree/certification in lieu).
• Strong working knowledge of mobile devices (Android/iOS), tablets, and Windows/Mac PCs, plus video conferencing platforms.
• Familiarity with service desk tools and real-time ticket documentation (preferably ServiceNow).

Culture & Benefits

• Flexible work environment for full-time employees.
• Employee Assistance Program (EAP) and corporate discounts.
• Learning & Development platform with certification preparation content, plus training/education/certification assistance.
• Referral bonus program and internal mobility program.
• Pet insurance and a collaborative, mission-focused environment.

Hiring process

• Virtual video interview with the hiring manager and/or team (camera on; photo ID required).
• Enhanced biometrics ID verification and background check (including criminal history for the past 7 years and verification of education/employment history for the past 7 years).