Associate Service Desk Technician – Tier I (SCA/9AM – 5:30PM ET M-F/Remote)

Location: Fully remote within the continental United States; candidates local to the DC/MD/VA area must attend a one-week training session at the Herndon, VA office. Working hours are 9:00 a.m.–5:30 p.m. Eastern Time, Monday–Friday.

Salary: $45,000–$47,500 annually.

Company

hirify.global delivers IT services and solutions that help government agencies improve operations and public services.

What you will do

• Provide first-tier technical support to Veterans and VA providers by phone, chat, and ticketing system.
• Assist with mobile device setup, login credentials, application configuration, user navigation, and basic hardware and software issues.
• Create, update, and close ServiceNow tickets while recording troubleshooting steps and required data.
• Diagnose issues, maintain ownership through resolution, and escalate problems through the appropriate channels.
• Explain technical concepts clearly to non-technical users and provide reassuring, customer-focused guidance.
• Monitor service metrics including Average Speed of Answer, First Call Resolution, and customer satisfaction.

Requirements

• High school diploma; an associate or bachelor's degree is preferred.
• At least one year of technical support, help desk, or call center experience, unless replaced by a relevant degree or certification.
• Working knowledge of Android and iOS mobile devices, tablets, Windows and Mac PCs, and video conferencing platforms.
• Familiarity with service desk tools and real-time ticket documentation, preferably ServiceNow.
• Strong written and verbal communication, customer service skills, reliability, punctuality, and the ability to handle confidential PHI/PII.
• U.S. citizenship and the ability to obtain and maintain a Public Trust Security Clearance are required.

Nice to have

• CompTIA A+, Network+, Security+, Apple Certified Support Professional, Google IT Support, or HDI certification.
• Experience with Cisco videoconferencing systems or mobile network troubleshooting.
• Medical terminology knowledge or healthcare IT support experience.
• Military service or experience supporting military and veteran communities.

Culture & Benefits

• Collaborative, team-oriented work environment focused on continuous service improvement.
• Employee Assistance Program and corporate discounts.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Internal mobility, referral bonus, pet insurance, and flexible work environment.

Hiring process

• Virtual video interview with the hiring manager and/or team; camera use and a valid photo ID are required.
• Enhanced biometric identity verification and background screening, including criminal history, education, and employment verification.