Senior Service Desk Analyst (ITSM)

TL;DR

Senior Service Desk Analyst (ITSM): Providing front-line technical support for a large enterprise IT environment with an accent on incident, request, and escalation management. Focus on resolving service desk contacts via Amazon Connect and Salesforce Service Cloud Voice while maintaining ITIL-aligned processes.

Location: Remote (Must reside in one of the following U.S. states: AR, AZ, CA, CO, CT, DE, FL, GA, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, TN, TX, VA, WI, and Washington DC). Must be authorized to work for any employer in the U.S. without sponsorship.

Salary: $35 - $50 per hour

Company

hirify.global is a professional services firm specializing in cloud architecture, system integration, AI, and data strategy to help middle-market companies unify fragmented systems.

What you will do

• Triage and resolve service desk tickets and calls for an enterprise user base.
• Manage contacts, cases, and call workflows using Amazon Connect and Salesforce Service Cloud Voice.
• Document incidents and requests accurately and perform escalations per ITSM procedures.
• Maintain service-level targets for response, resolution, and customer satisfaction.
• Contribute to the internal knowledge base and support process improvements.

Requirements

• 2+ years of full-time ITSM technical support experience in an enterprise organization of 5,000+ users.
• 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice.
• Current ITIL certification.
• Residence in one of the specified U.S. states.
• Legal authorization to work in the U.S. for any employer without sponsorship.

Nice to have

• Experience supporting government or public sector programs.
• Additional certifications such as HDI, CompTIA A+, or Salesforce certifications.
• Experience with knowledge management and AI-assisted agent tooling.

Culture & Benefits

• Comprehensive health benefits package including medical, dental, and vision.
• 401(k) retirement plan.
• Paid time off.
• Eligibility for discretionary bonuses, commissions, or other incentive programs.