Senior Help Desk Technician

Location: Remote

Pay range: $30.00–$35.00 per hour; the actual offer may vary based on geographic location, experience, and skill level.

Company

hirify.global provides advanced primary care through onsite, nearsite, network, and virtual health centers for employer and union plan sponsors.

What you will do

• Diagnose and resolve advanced technical issues across computers, servers, peripherals, operating systems, applications, and network components.
• Act as the technical escalation point for complex service requests and incidents, ensuring timely resolution and root-cause identification.
• Guide, mentor, and share knowledge with Tier 1 technicians.
• Document solutions and contribute to the knowledge base to reduce repeat incidents and improve team efficiency.
• Coordinate with infrastructure, clinical application support, and Security teams on cross-functional issues.
• Meet service-level agreements and participate in an after-hours on-call rotation.

Requirements

• Associate's degree in Information Technology and at least 5 years of experience in technical support, help desk operations, IT service management, or an equivalent combination of education and experience.
• Experience troubleshooting hardware, software, and network issues in a corporate or enterprise environment.
• Familiarity with incident tracking and ticketing platforms such as Freshservice, ADO, or Jira.
• Ability to distinguish Tier 1 from Tier 2 issues and escalate complex incidents appropriately.
• Strong organizational, communication, documentation, and customer-service skills, with the ability to manage multiple high-priority issues under pressure.
• Strict adherence to IT policies and procedures, including HIPAA, PCI compliance, and HITRUST requirements.

Nice to have

• CompTIA A+ or Network+ certification.
• Background in ITIL practices, especially incident management.
• Experience supporting healthcare environments.
• Experience training or mentoring junior IT staff.

Culture & Benefits

• Remote work arrangement.
• Participation in an after-hours on-call rotation.
• Work in an inclusive, high-trust culture recognized by Great Place to Work.
• Collaboration with technology, clinical application support, infrastructure, and Security teams.