Helpdesk Technician (Tier II)

TL;DR

Helpdesk Technician (Tier II): Providing advanced technical support and escalated issue resolution for desktop, laptop, and network systems within a federal environment with an accent on hardware/software troubleshooting and system administration. Focus on maintaining standardized configurations, managing ticket workflows in ServiceNow, and ensuring compliance with federal security protocols.

Location: Must be located in the DC Metro Area as this role requires onsite and remote support.

Salary: $70,000 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 an escalation point for Tier I requests, resolving complex technical issues for desktop and mobile systems.
• Install, configure, and maintain hardware and software across networked and standalone environments.
• Troubleshoot Windows 10/11, Office 365, Active Directory, and network connectivity issues.
• Perform workstation imaging, patching, and large-scale deployments.
• Document all work in ServiceNow and contribute to the knowledge base.
• Coordinate equipment movement and support office relocations as needed.

Requirements

• Must be located in the DC Metro Area.
• Minimum 3 years of experience in desktop support or IT infrastructure.
• Industry-recognized certification such as CompTIA A+ or MCSE.
• Strong proficiency with Windows 10/11, Office 365, and ticketing systems.
• Ability to obtain and maintain a Public Trust government clearance.
• Ability to lift and transport IT equipment up to 50 lbs.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off.
• Training and professional development opportunities.
• Flexible work-from-home options.