Associate Service Desk Technician – Tier I (SCA/8AM - 4:30PM 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: 8:00 a.m.–4:30 p.m. Eastern Time, Monday–Friday.

Salary: $45,000–$47,500 annually.

Company

hirify.global delivers IT services and solutions that support government agencies and improve how they serve citizens.

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, navigation, and basic hardware and software issues.
• Create, update, and close ServiceNow tickets while documenting troubleshooting steps, data capture details, and resolutions.
• Use probing questions and active listening to diagnose issues, guide non-technical users, and maintain ownership through resolution.
• Escalate issues through appropriate channels and alert leadership to risks or emerging trends affecting service delivery.
• Meet performance metrics including Average Speed of Answer, First Call Resolution, and customer satisfaction.

Requirements

• High school diploma required; 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, customer service skills, reliability, punctuality, and consistent attendance.
• Must be able to obtain and maintain a Public Trust Security Clearance and must be a U.S. citizen.

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.
• Prior military service or experience supporting military and veteran communities.

Culture & Benefits

• Collaborative team environment focused on meaningful government IT work.
• Employee Assistance Program, corporate discounts, pet insurance, and flexible work environment.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Referral Bonus Program and Internal Mobility Program.

Hiring process

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