Associate Service Desk Technician (Tier I)

TL;DR

Associate Service Desk Technician (Tier I): Providing first-tier technical support to Veterans and VA providers with an accent on mobile device setup, application troubleshooting, and login assistance. Focus on delivering exceptional customer service, documenting tickets in ServiceNow, and resolving hardware/software issues across iOS, Android, and Windows platforms.

Location: Must be based in the continental United States. If local to the DC/MD/VA area, 1-week of in-person training in Herndon, VA is required.

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

Company

hirify.global is a government IT services provider dedicated to transforming agency operations through innovative technology solutions.

What you will do

• Provide professional technical support via phone, chat, and ticketing systems.
• Assist users with mobile device setup, application configuration, and login troubleshooting.
• Document and update support tickets in ServiceNow with high accuracy.
• Communicate complex technical concepts to non-technical end-users clearly and reassuringly.
• Escalate issues through proper channels while maintaining ownership until resolution.
• Monitor and report emerging trends or risks to leadership.

Requirements

• U.S. citizenship required to obtain and maintain a Public Trust Security Clearance.
• Minimum 1 year of technical support, help desk, or call center experience.
• Strong working knowledge of mobile devices (Android/iOS), Windows/Mac PCs, and video conferencing.
• Familiarity with service desk tools and real-time ticket documentation.
• Excellent customer service and communication skills.
• Ability to handle confidential information (PHI/PII) with discretion.

Nice to have

• CompTIA A+, Network+, Security+, or HDI certifications.
• Experience supporting Cisco videoconferencing systems.
• Knowledge of medical terminology or healthcare IT support.
• Prior military service or experience supporting the veteran community.

Culture & Benefits

• Flexible work environment with remote options.
• Access to Learning & Development platforms and certification assistance.
• Employee Assistance Program (EAP) and pet insurance.
• Referral bonus and internal mobility programs.
• Collaborative team-oriented environment.

Hiring process

• Virtual video interview with the hiring manager (camera must be on).
• Enhanced Biometrics ID verification screening.
• Background check including criminal history, education, and employment verification.