Help Desk Technician II (IT Support)

TL;DR

Help Desk Technician II (IT Support): Providing advanced troubleshooting and deskside support for escalated end-user incidents across hardware, software, VPN, and network environments with an accent on diagnostics, incident resolution, and ITSM processes. Focus on resolving complex technical issues, supporting Tier 1 technicians, handling major incidents, and delivering discreet assistance to VIP and executive users.

Location: Onsite support and travel to client locations are required; applicants must be authorized to work full-time in the United States. The position requires eligibility to obtain and maintain a Public Trust or Suitability Determination. Sponsorship is not available.

Company

hirify.global delivers technology-enabled solutions and transformation services to defense, civilian, and homeland security customers.

What you will do

• Act as the primary escalation point for complex Tier 1 incidents and service requests.
• Troubleshoot desktop, laptop, hardware, software, VPN, and network connectivity issues.
• Perform advanced diagnostics, log analysis, configuration reviews, hardware deployment, repairs, and technology refresh activities.
• Document incidents and service requests accurately in ServiceNow while following change, incident, and problem management procedures.
• Coach Tier 1 technicians and assist with recurring or difficult technical issues.
• Support major incident response and provide prompt, discreet assistance to VIP and executive users.

Requirements

• At least 3 years of applicable experience.
• High School Diploma or GED.
• Strong diagnostic and analytical skills for desktop, laptop, and network troubleshooting.
• Experience with system imaging, configuration management, and hardware replacement procedures.
• Proficiency with ITSM and remote support tools such as ServiceNow, SCCM, and Remote Desktop.
• U.S. work authorization and ability to obtain and maintain Public Trust eligibility are required.

Nice to have

• Associate or bachelor’s degree in an IT-related field.
• CompTIA Network+ certification.
• Microsoft Modern Desktop Administrator or Endpoint Administrator certification.
• ITIL Foundation certification.

Culture & Benefits

• Medical, dental, and vision coverage.
• 401(k) retirement plan and life insurance.
• Paid time off and family leave.
• Short-term and long-term disability coverage.
• Training and professional development opportunities.
• Contingent employment is dependent on contract award and completion of required background investigation or clearance verification.