Service Desk Analyst (IT Support)

Location: McKinney, Texas, United States; onsite role with up to 25% travel and participation in an after-hours on-call rotation.

Company

hirify.global is a full-service staffing and information technology services company that develops and deploys technology solutions for organizations and communities.

What you will do

• Serve as the first point of contact for technical inquiries received by phone, email, chat, text, voicemail, and ITSM tools.
• Diagnose and resolve Tier 1–2 hardware, software, connectivity, and mobile device issues while maximizing first-call resolution.
• Document, track, and follow up on service desk requests and work orders within established SLAs.
• Manage Active Directory end-user requests, including account unlocks and password resets.
• Use AI-powered knowledge management and troubleshooting resources, escalating complex issues through defined processes.
• Collaborate with IT colleagues, support team projects, travel up to 25%, participate in on-call coverage, and train teammates when needed.

Requirements

• High school diploma or GED.
• At least three years of technical support experience serving remote and in-office users.
• Experience leveraging AI and knowledge management tools.
• Strong written and verbal communication, analytical, problem-solving, prioritization, and independent-working skills.
• Working knowledge of modern cloud applications, mobile device management, and technical support best practices.
• Must be eligible to work in the United States and complete employment eligibility verification after hire.

Nice to have

• Knowledge of KCS principles and practices.
• Microsoft, CompTIA, or HDI certifications.

Culture & Benefits

• Access to modern technology and innovation-focused work.
• Career growth opportunities and support for continuous professional development.
• Employee-centric work environment.
• Comprehensive benefits package.
• Holiday and vacation leave.