ServiceDesk Technician III

TL;DR

ServiceDesk Technician III (IT Support): Providing advanced technical support and leadership for complex service requests with an accent on incident resolution, system administration, and team guidance. Focus on managing service desk metrics, mentoring junior staff, and implementing IT best practices within a high-volume environment.

Location: Must be based in the United States

Salary: $20.43 - $28.00 per hour

Company

hirify.global is a service-oriented organization dedicated to making a difference in people's lives through comprehensive support and care solutions.

What you will do

• Resolve complex technical incidents and service requests escalated by junior team members.
• Provide remote support for hardware, software, VoIP systems, and mobile operating systems.
• Manage user accounts, permissions, and software updates across diverse environments including Windows, MacOS, and Linux.
• Mentor and train Service Desk Technicians I and II, assisting with assignments and schedules.
• Monitor service desk goals, SLAs, and metrics to ensure continuous improvement.
• Collaborate with IT Project Managers on special projects and system implementations.

Requirements

• Must be based in the United States
• Minimum of 2 years of technical support experience.
• Strong proficiency with ServiceNow and the ITIL framework.
• Comprehensive knowledge of PC operating systems, networking, and application environments.
• Excellent analytical, communication, and leadership skills.
• Ability to work in a fast-paced, metrics-driven environment.

Nice to have

• ITIL v3 Foundation Certification.
• CompTIA A+, Net+, or Microsoft MTA/MCSA certifications.
• HDI Problem Management certification.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement savings plan with company match.
• Paid time off and paid parental leave.
• Short-term and long-term disability coverage.
• Tuition reimbursement and employee discount programs.