Service Desk Technician

TL;DR

Service Desk Technician (IT Support): Providing frontline technical support for employee hardware, software, accounts, devices, and connectivity with an accent on incident triage, accurate ticket documentation, and consistent troubleshooting. Focus on resolving end-user issues, supporting onboarding and offboarding, and escalating complex problems with clear technical handoffs.

Location: Hybrid remote in Tampa, Florida, United States. Candidates residing within the city limits of Chicago are not eligible unless willing to self-relocate outside the city proper.

Company

hirify.global provides a Unified IT Operations Platform for endpoint management, patching, backup, and remote access, serving more than 40,000 customers in over 140 countries.

What you will do

• Monitor and respond to IT support tickets, chats, and walk-up requests.
• Perform initial incident triage, apply documented troubleshooting procedures, and escalate complex issues to Tier 2 technicians.
• Resolve common account, hardware, software, connectivity, and access issues.
• Document troubleshooting steps and resolutions in FreshService.
• Support employee onboarding and offboarding by provisioning accounts, configuring devices, and collecting equipment.

Requirements

• High school diploma or equivalent and 1–3 years of IT support experience, including internships, help desk roles, or relevant academic or lab work.
• Knowledge of Windows or macOS troubleshooting, hardware functionality, device security, and troubleshooting methodology.
• Working knowledge of Microsoft Office 365 and ticketing or ITSM platforms such as FreshService, Jira Service Desk, Zendesk, or ServiceNow.
• Clear and professional written, phone, and face-to-face communication skills.
• Ability to manage multiple open tickets, maintain accurate documentation, and communicate consistently.

Nice to have

• IT, Computer Science, or related coursework or certifications such as CompTIA A+ or Google IT Support Certificate.
• Experience with remote support tools such as hirify.global, Intune, or TeamViewer.
• Awareness of phishing, account hygiene, device compliance, DNS, DHCP, VPN, and Wi-Fi troubleshooting.

Culture & Benefits

• Collaborative, kind, and curious work environment.
• Full-time hybrid-remote work arrangement.
• Medical, dental, vision, and life insurance coverage.
• 401(k) plan and unlimited PTO.
• Opportunities for professional growth and advancement.