Helpdesk Technician (Tier I)

TL;DR

Helpdesk Technician (Tier I): Providing front-line technical support to government end users with an accent on issue resolution, ticket documentation, and hardware/software troubleshooting. Focus on maintaining system compliance, managing user access, and ensuring high-quality service delivery in a fast-paced environment.

Location: Must be based in the US (Hybrid in Washington, DC; Public Trust clearance required).

Salary: $50,000 per year

Company

hirify.global is a mission-driven technology firm supporting government agencies with capabilities in cybersecurity, cloud, AI/ML, and IT modernization.

What you will do

• Serve as the initial point of contact for service requests via email, phone, chat, and in-person interactions.
• Document all requests accurately within the ServiceNow ticketing system.
• Troubleshoot and resolve issues related to desktops, laptops, tablets, mobile devices, and printers.
• Support Microsoft Windows 10/11 and Office 365 environments including Teams, OneDrive, and Outlook.
• Manage user access, password resets, and Active Directory tasks.
• Triage and escalate complex technical issues to Tier II and Tier III support teams.

Requirements

• Must possess an industry-recognized certification such as CompTIA A+ or MCSE.
• Minimum 1 year of experience supporting Windows 10/11 in a help desk environment.
• Must be able to obtain and maintain a Public Trust government clearance.
• Must be authorized to work in the US and available for onsite work in Washington, DC as required.
• Strong verbal and written communication skills for interacting with government personnel.
• Experience with customer service principles and methods.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off.
• Continuous training and professional development opportunities.
• Supportive work environment prioritizing work-life balance.