Technical IT Support - Help Desk

TL;DR

Technical IT Support - Help Desk (Enterprise Applications): Providing application support, account administration, troubleshooting, testing, and user training for COTS, GOTS, and custom-built applications with an accent on customer service, incident management, and application quality. Focus on diagnosing complex technical issues, collaborating with developers and administrators, and improving support workflows for federal mission operations.

Location: Bethesda, Maryland, United States; onsite support required.

Salary: $70,000–$75,000 yearly

Company

hirify.global delivers science, engineering, digital transformation, and health and national security solutions for federal programs.

What you will do

• Manage staff, contractor, and external user accounts across enterprise applications.
• Provide remote and deskside support, respond to requests, and troubleshoot application incidents.
• Research technical problems and recommend solutions based on user feedback.
• Collaborate with developers, system administrators, and business stakeholders on escalated issues.
• Execute manual and automated testing for custom-built applications and document incidents in ITSM systems.
• Deliver end-user training and contribute to continuous improvements in application support.

Requirements

• Bachelor’s degree in a relevant field with 1 year of IT experience, or an associate’s degree with 3 years of relevant IT experience.
• Power-user experience with Google Workspace, Microsoft 365, and Slack.
• Experience with Service Desk ticketing systems such as ServiceNow for incident, problem, and request management.
• Strong written and oral communication skills with a customer-focused approach.
• Must be able to obtain a Public Trust clearance.
• Proficiency in designing and developing websites on Google Sites.

Nice to have

• Experience with custom-built task-tracking tools.
• Basic programming, scripting, or low-code/no-code skills.
• ITIL Foundations, Microsoft 365 Foundations, HDI, or similar certification.

Culture & Benefits

• Medical, dental, vision, life, disability, and flexible spending benefits.
• PTO, parental leave, legal services, and a 401(k) plan with matching.
• Training, e-learning, certification preparation, and education assistance.
• Equal opportunity employment and reasonable accommodation support.

Hiring process

• Fair and authentic interview process.