Service Desk Analyst

TL;DR

Service Desk Analyst (Windows/Office 365): Providing onsite technical support for users with an accent on incident resolution, customer communication, and IT service management. Focus on troubleshooting complex hardware and software issues, tracking incidents, and meeting SLA and KPI targets.

Location: Onsite in Austin, Texas, US; no work-from-home positions. Training runs Monday–Friday from 8:30 AM to 4:30 PM. Availability for shifts starting at 6:00 AM and weekend work is required.

Salary: $42,784–$97,940 per year

Company

hirify.global is a global business and technology transformation partner delivering strategy, design, engineering, cloud, data, and AI services.

What you will do

• Provide technical support for moderately complex computer, software, and hardware issues.
• Communicate with customers by phone and guide them through problem resolution.
• Resolve or escalate highly complex technical problems.
• Log and track incidents, maintaining service histories and problem documentation.
• Follow up with customers and help the team meet KPI and SLA targets.

Requirements

• 1–2 years of experience in client services, customer service, help desk, or technical support.
• Experience supporting Windows and Office 365.
• Basic networking knowledge and experience using ITSM tools, preferably Remedy.
• Excellent oral and written communication and customer service skills.
• Ability to work onsite in Austin, work shifts starting at 6:00 AM, and work weekends.
• Training attendance and adherence to the dress code are required from the first day.

Culture & Benefits

• Collaborative and inclusive international work environment.
• Paid vacation, company holidays, personal days, and sick leave.
• Medical, dental, and vision coverage.
• Retirement savings plan, life and disability insurance, and employee assistance programs.
• Additional hours may be available based on business needs.