Help Desk Technician I (MSP)

TL;DR

Help Desk Technician I (MSP): Providing Tier 1 technical support for customers via multiple channels with an accent on problem identification, user uptime, and exceptional customer service. Focus on resolving incidents using SOPs/KBAs, managing email administration, and escalating complex issues to Tier 2.

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

Company

hirify.global is a managed services provider focusing on client-centric IT solutions and innovation.

What you will do

• Handle customer technical support requests via phone, chat, email, and web portal.
• Perform troubleshooting using Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs).
• Manage email administration, including account configuration, password resets, and permission issues.
• Maintain accurate and timely ticket logs to ensure SLA compliance.
• Collaborate with Tier 2 technicians for escalation of complex incidents.
• Provide high-quality customer service to maintain and grow client relationships.

Requirements

• 1-3 years of IT experience in administration and support.
• Experience with Windows administration, Active Directory, DHCP, DNS, and Group Policy.
• Knowledge of Windows, MacOS, iOS, and Android platforms.
• U.S. Citizenship Required.
• Excellent communication and customer service skills.

Nice to have

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

Culture & Benefits

• Competitive salary and comprehensive benefits package.
• Welcoming and positive workplace fostering a "one-team" mentality.
• Environment that values curiosity, continuous learning, and innovation.
• Focus on professional growth and providing exceptional client service.