Service Desk Technician II

Location: Winter Haven, Florida, United States; onsite desktop support is required, with some remote troubleshooting and possible travel to other locations.

Salary: $49,863–$79,653 per year

Company

hirify.global is a financial institution with community roots that provides banking and financial services across the South and beyond.

What you will do

• Receive, prioritize, document, resolve, and escalate end-user service desk requests through phone, email, and chat.
• Perform onsite and remote desktop troubleshooting, including software installation, operating system configuration, hardware installation, and system setup.
• Coordinate small technology projects such as PC refreshes, printer replacements, and application deployments.
• Analyze service desk data to identify trends and opportunities for continuous improvement.
• Test fixes, complete post-resolution follow-ups, and document troubleshooting actions through final resolution.
• Create help sheets, knowledge-base articles, and FAQ resources for end users.

Requirements

• Bachelor's degree in IT or a related field, or equivalent experience.
• 4–6 years of technical support experience.
• Expert knowledge of computer hardware, software, networking concepts, operating systems, mobile devices, and Microsoft Office applications.
• Experience applying operating system images and installing software.
• Advanced troubleshooting, analytical, communication, documentation, and customer service skills.
• Ability to read, write, speak, and understand English; the role is based in the United States.

Culture & Benefits

• On-the-job training and additional training as needed.
• Annual compliance training and new employee orientation.
• Continual updates on banking systems and processes.
• Remote work requires a secure, quiet home office and a reliable private cable or fiber internet connection.
• The role involves computer-based work, lifting and transporting computers and peripherals, driving a company vehicle between locations, and occasional travel to meetings.