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 issues involving computers, servers, peripherals, operating systems, software applications, and network components.
• Act as the technical escalation point for complex service requests and incidents, ensuring timely resolution and root-cause analysis.
• Guide, mentor, and share knowledge with Tier 1 technicians.
• Document solutions and contribute to the knowledge base to reduce repeat incidents and improve support efficiency.
• Coordinate with infrastructure, clinical application support, security, and other Technology teams on cross-functional issues.
• Meet service-level agreements and participate in the 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 manage high-priority tasks under pressure, distinguish Tier 1 from Tier 2 issues, and escalate appropriately.
• Ability to communicate technical concepts clearly and professionally and work independently with minimal supervision.
• 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 full-time position with participation in an after-hours on-call rotation.
• Customer-focused work supporting healthcare members, providers, and internal teams.
• Opportunity to contribute to knowledge sharing and continuous improvement of support capabilities.