IT Engineer

TL;DR

IT Engineer (Helpdesk & SaaS Administration): Serving as the first point of contact for IT support, triaging Freshservice tickets, and resolving Tier 1/2 issues with clear end-user communication. Focus on building structured, machine-readable IT knowledge in Confluence/Helpdesk for both employees and AI assistants, and growing into hands-on administration of the SaaS stack (Okta, Google Workspace, Slack, Atlassian, Zoom, Intune, and Freshservice) with documentation-first change management.

Location: Remote (US)

Salary: $80,000 - $100,000 annually

Company

hirify.global is a technology platform helping major brands acquire and retain customers at scale using intelligent, autonomous systems.

What you will do

• Act as the first point of contact for IT support requests, triage Freshservice tickets, and resolve Tier 1/2 issues.
• Provide white-glove end-user support across macOS and Windows endpoints and key SaaS tools (MDM, Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and Atlassian suite).
• Own the helpdesk ticket queue: manage response/resolution SLAs, accurate categorization, escalation to Tier 3/4, and maintain auditable ticket hygiene.
• Lead IT knowledge management by maintaining Confluence and Helpdesk knowledge bases (runbooks, troubleshooting guides, SaaS admin procedures, onboarding/offboarding playbooks, and help articles).
• Author structured, consistent, machine-readable documentation so employees and AI assistants can reliably retrieve and apply it.
• Grow into Tier 2 systems administration across the SaaS stack, including provisioning/de-provisioning, license and permission management, and access reviews.

Requirements

• 1–3 years of IT support, helpdesk, or end-user technology experience (internships, MSP, or college IT roles count).
• Working familiarity with end-user support across macOS and Windows.
• Hands-on exposure to at least some of: Okta (or equivalent identity provider), Google Workspace administration, Slack, Atlassian (Jira/Confluence), and an ITSM platform (Freshservice/ServiceNow/Zendesk or similar).
• Proven ability to write clear technical documentation (work samples, internal wiki contributions, or published help articles).
• Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as part of daily work.
• Must be based in the United States.

Culture & Benefits

• Full-time role with Medical, Dental, and Vision Insurance.
• Flexible PTO and 13 paid company holidays annually.
• 401(k) with employer match, HSA, FSA, and wellbeing subsidy.
• hirify.global stock options and One Medical membership.
• Virtual on-demand healthcare via Teladoc and Talkspace.
• Paid parental leave and supplemental life/disability insurance.

Hiring process

• Interview steps to evaluate helpdesk support experience, documentation/knowledge management work, and fit for AI-assisted IT support.
• Technical discussions covering SaaS administration fundamentals across the listed tools.