Associate Service Desk Technician – Tier I (SCA/12PM – 8:30PM ET M-F/Remote)

Location: Fully remote within the continental United States. Local candidates in the DC/MD/VA area must attend a one-week training session at the Herndon, VA office. Schedule: 12:00 p.m.–8:30 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 their operations and public services.

What you will do

• Provide Tier I 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 support tickets in ServiceNow with accurate troubleshooting documentation.
• Use active listening and probing questions to diagnose issues and explain technical solutions clearly to non-technical users.
• Maintain ownership of incidents, escalate issues through the appropriate channels, and alert leadership to emerging risks.
• Meet service metrics including Average Speed of Answer, First Call Resolution, and customer satisfaction.

Requirements

• High school diploma; an associate’s or bachelor’s degree is preferred.
• At least one year of technical support, help desk, or call center experience, or a relevant degree or certification in lieu of experience.
• 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 verbal and written communication skills, customer-service orientation, reliability, and consistent attendance.
• 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, healthcare IT experience, or experience supporting military and veteran communities.

Culture & Benefits

• Collaborative, team-oriented work environment focused on government IT transformation.
• Employee Assistance Program and corporate discounts.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Referral bonus program, internal mobility program, pet insurance, and flexible work environment.

Hiring process

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