Help Desk Technician I (IT Support)

TL;DR

Help Desk Technician I (IT Support): Handling technical support requests and escalating issues to Tier 2 members with an accent on user uptime and exceptional customer service. Focus on problem identification, resolution activities, and maintaining accurate ticketing logs within SLAs.

Location: Chantilly, VA. U.S. Citizenship Required.

Company

hirify.global is a Managed Services provider focusing on a client-centric culture and collaborative teamwork.

What you will do

• Act as the primary point of contact for customer incidents via phone, chat, email, and web portal.
• Perform troubleshooting using Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs).
• Manage basic email administration, including account configuration, password resets, and permission issues.
• Maintain accurate and timely ticketing logs to meet service-level agreements (SLAs).
• Ensure case ownership and provide periodic updates to customers on the progress of their issues.
• Escalate complex technical issues to Tier 2 team members within specified timeframes.

Requirements

• 1-3 years of IT experience in administration and support.
• Proficiency with Windows administration, Active Directory, DHCP, DNS, and Group Policy.
• Knowledge of Windows, MacOS, and mobile devices (iOS, Android).
• U.S. Citizenship is required.
• Excellent customer service, phone, and written communication skills.
• Ability to convey technical information effectively to non-technical customers.

Nice to have

• Bachelor's degree in Information Technology, Engineering, or a related technical field.
• Certifications: CompTIA A+, Network+, Microsoft MCSE, or MS Azure Administrator.
• Microsoft 365 Fundamentals (MS-900) or Microsoft 365 Administrator (MS-102).
• Experience working in a fast-paced consulting or MSP (Managed Service Provider) environment.

Culture & Benefits

• Welcoming and positive workplace with a strong "one-team" mentality.
• Culture that values curiosity, humility, and an eagerness to learn.
• Competitive salary and comprehensive benefits package.
• Environment that encourages innovation and brainstorming better solutions.
• Focus on professional growth and long-term client relationship building.