Help Desk Specialist

TL;DR

Help Desk Specialist (ITIL): Provide Tier I and Tier II support for Help Desk tickets, resolve incidents within service level agreements, and keep tickets updated with complete notes. Focus on customer-facing troubleshooting, systematic incident resolution using industry-standard tools, and applying ITIL processes and Agile workflows to deliver timely, high-quality support.

Company

hirify.global provides technology and mission support services.

What you will do

• Provide Tier I and Tier II Help Desk support for tickets from team members and mission partners.
• Resolve tickets within the response service level agreement and ensure closure only after customer satisfaction.
• Update tickets daily with complete notes and track progress through to resolution.
• Interface with customers and leadership to understand needs and improve shared delivery performance.
• Educate users and provide policy guidance for inquiries.

Requirements

• 3+ years of Help Desk Support experience in a high-demand, fast-paced environment, or a Bachelor’s degree in IT/IS/Computer Science/Cybersecurity with 1+ year of Help Desk Support experience.
• Experience tracking, analyzing, and resolving technical incidents systematically using industry-standard software.
• Hands-on support experience with Microsoft Windows, macOS, and cloud-based IT support tools.
• Knowledge of ITIL processes and Agile workflows.
• HS diploma or GED (or Bachelor’s degree as an alternative path).

Nice to have

• Experience with Jira and Confluence.
• Knowledge of Azure, AWS, or other cloud technologies.
• CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate.

Culture & Benefits

• Remote work is available, with possible occasional in-person work at a Booz Allen or customer facility.
• Full-time and part-time employees working at least 20 hours/week are eligible for benefits programs.
• Health, life, disability, financial, and retirement benefits, plus paid leave and professional development.
• Tuition assistance and work-life programs, including dependent care support.

Hiring process

• Complete an identity verification process using biometrics and AI; be on camera during interviews and assessments.
• Interviews and assessments may require camera-on participation for virtual meetings.
• Use of AI tools to assist with interview responses is prohibited unless permission is explicitly provided.

Location: Doral, Florida, USA (Remote work available; occasional in-person work at a Booz Allen or customer facility may be required)

Salary: $52,900–$108,000 per year (annualized, USD)