Associate Service Desk Technician (IT Support)

TL;DR

Associate Service Desk Technician (IT Support): Delivering first-tier technical support to Veterans and VA providers with an accent on mobile device setup, application configuration, and login troubleshooting. Focus on diagnosing hardware and software issues across iOS, Android, and Windows platforms while ensuring high customer satisfaction.

Location: Fully remote within the continental United States. (Local candidates in DC/MD/VA are required to attend a 1-week training session in Herndon, VA).

Salary: $45,000 - $47,500 Annually

Company

hirify.global is a team of transformers passionate about transforming government IT by delivering innovative IT services and solutions that improve government operations.

What you will do

• Provide professional technical support via phone, chat, and ticketing systems for end-users.
• Assist users with initial mobile device setup, login credentials, and application configuration.
• Document and update support tickets in ServiceNow ensuring strict contractual compliance.
• Diagnose and resolve hardware/software issues across iOS, Android, Windows, and Mac platforms.
• Escalate complex issues appropriately while maintaining ownership through to resolution.
• Meet and exceed performance metrics including Average Speed of Answer (ASA) and First Call Resolution (FCR).

Requirements

• U.S. citizenship required.
• Ability to obtain and maintain a Public Trust Security Clearance.
• Must be based within the continental United States.
• High school diploma required; Associate's or Bachelor's degree preferred.
• Minimum 1 year of technical support, help desk, or call center experience.
• Strong working knowledge of mobile devices, tablets, and video conferencing platforms.

Nice to have

• Certifications: CompTIA A+, Network+, Security+, ACSP, Google IT Support, or HDI.
• Experience supporting Cisco videoconferencing systems or mobile network troubleshooting.
• Knowledge of medical terminology or prior experience in healthcare IT support.
• Prior military service or experience supporting the veteran community.

Culture & Benefits

• Flexible work environment with a remote-first approach.
• Learning and development platform including certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Employee Assistance Program (EAP) and corporate discounts.
• Internal mobility program and referral bonuses.
• Pet insurance.

Hiring process

• Virtual video interview with the hiring manager (camera and photo ID required).
• Enhanced Biometrics ID verification screening.
• Comprehensive background check including criminal history and employment verification for the past 7 years.