Service Desk Analyst

Location: Remote

Salary: $18–$21 per hour

Company

hirify.global provides workforce and technical support services.

What you will do

• Serve as the first point of contact for technology requests received by phone and through the ticketing platform.
• Respond to user questions, document troubleshooting steps, and track tickets through resolution.
• Review incoming requests, prioritize them, and escalate issues to the appropriate team when needed.
• Identify, test, and remotely resolve simple to moderately complex technical problems.
• Support Microsoft applications, operating systems, browser-based tools, SIS, Workday, Salesforce, cloud telephony, collaboration software, and remote desktop tools.
• Provide status updates in line with service-level goals and contribute to process improvements.

Requirements

• At least two years of customer-facing service experience and one year of technical assistance or comparable hands-on experience.
• Understanding of operating systems, networking basics, and higher-education platforms such as learning management, student information, and ERP systems.
• Comfort with Microsoft Office, Zoom, Teams, and ticketing systems.
• Associate degree in a technology-related discipline or an equivalent combination of education and work experience.
• Strong written and verbal communication skills, a self-driven and thorough approach, and the ability to work in a distributed team.
• Willingness to work a flexible schedule that may include after-hours or on-call coverage.

Nice to have

• Previous help desk or call center experience.
• CompTIA certification or a similar credential.

Culture & Benefits

• Remote work within a distributed team.
• Full benefits are provided.
• Work includes flexible scheduling and potential after-hours or on-call coverage.