Desktop Support Analyst II

TL;DR

Desktop Support Analyst II (IT Support): Providing advanced technical support for hardware, software, and account-related issues within a client environment with an accent on endpoint management and incident resolution. Focus on mentoring junior team members, maintaining documentation, and ensuring high-quality service delivery through effective troubleshooting and process improvement.

Location: On-site in Akron, OH

Salary: $31.68/hour (approx. $5,392/month)

Company

hirify.global is a service-oriented IT solutions provider committed to delivering exceptional technical support and fostering a collaborative, values-driven work environment.

What you will do

• Resolve complex hardware, software, and account-related incidents for end users.
• Provide technical support for PCs, laptops, scanners, printers, and peripherals.
• Serve as an escalation point for complex technical issues and mentor junior team members.
• Perform system updates including security patches, antivirus signatures, and application deployments.
• Create and maintain knowledge base articles and technical procedures.
• Track ticket progress and ensure SLA targets are met using ITSM platforms.

Requirements

• Bachelor's Degree in IT/CS or 4 years of equivalent experience.
• CompTIA A+ Certification required.
• In-depth knowledge of Windows 10/11, Active Directory, and Microsoft 365.
• Experience with device imaging, asset management, MFA, SSO, and DNS/DHCP.
• Strong written and verbal communication skills with a customer-focused mindset.
• Must be able to work on-site in Akron, OH.

Nice to have

• CompTIA Network+ Certification.
• Experience with ServiceNow or similar ITSM platforms.
• Previous experience in a Desktop Support Analyst II or similar role.
• Mobile device support experience.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• FSA and HSA options.
• Professional development support through training and certifications.
• Supportive, collaborative team environment with a focus on employee growth.