Associate Help Desk Tech

Location: Onsite at the Data Center Facility in Morgantown, West Virginia, United States. Primary schedule is 6:00 PM–6:30 AM, Sunday–Tuesday and alternating Saturdays, with flexibility for weekends, holidays, overnight shifts, and other shifts as needed. Occasional travel to WVUHS facilities or affiliated sites may be required.

Company

hirify.global is a healthcare organization operating the West Virginia University Health System and providing information technology services across its facilities.

What you will do

• Provide first-level support for computer applications, hardware, access, and other technical issues through phone and email.
• Log, document, monitor, route, troubleshoot, escalate, and resolve incidents, problems, and service requests.
• Handle 40+ calls during an average daytime or weekday shift while delivering respectful customer service.
• Provision users accurately and maintain documentation for security tracking and auditing.
• Monitor system alerts, downtime, advisories, and ongoing data center operations.
• Use desktop operating systems, Microsoft Directory Services, and remote access tools to resolve basic technical issues.

Requirements

• High school diploma or equivalent plus two years of help desk, call center, customer service, or application support experience; an associate degree or technical certificate, or current enrollment entering the third year of a relevant bachelor's program, may also qualify.
• Working familiarity with computing devices, personal computer support concepts, and desktop operating systems.
• Ability to document incidents accurately, prioritize tasks, type, and communicate clearly in writing and verbally.
• Ability to handle confidential information, work under high-stress conditions, multitask, and adapt to changing workloads.
• Ability to work independently and collaboratively, including with multidisciplinary groups.
• Ability to work onsite at the data center and maintain a flexible overnight, weekend, and holiday schedule.

Nice to have

• Bachelor’s degree in computer science, information technology, business, or a related informatics field.
• CompTIA A+, Cisco CCNA, HDI Help Desk Technician, Microsoft Certified Professional, or Microsoft Certified Systems Engineer certification.

Culture & Benefits

• Full-time, 40-hour workweek in a standard office and data center environment.
• Opportunities for internal advancement to senior technician, system analyst, engineer, developer, or manager roles.
• Training, mentoring, professional development, cross-training, and participation in departmental teams.
• Internal candidates are considered first for advanced positions.
• Non-exempt employment with a 24/7, 365-day IT Help Desk operation.