Associate Service Desk Technician – Tier I (SCA/7AM – 3:30PM ET Tu-Sa/Remote)

Location: Fully remote within the continental United States; candidates local to the DC/MD/VA area must attend a one-week training session in the Herndon, VA office. Working hours are 7:00 AM–3:30 PM Eastern Time, Tuesday–Saturday.

Salary: $45,000–$47,500 annually.

Company

hirify.global delivers IT services and solutions that transform government operations and improve services for citizens and Veterans.

What you will do

• Provide first-tier technical support by phone, chat, and ticketing system to Veterans and VA providers.
• Assist with mobile device setup, login credentials, application configuration, user navigation, and basic hardware and software issues.
• Create, update, and close ServiceNow tickets with accurate documentation, data capture, and action records.
• Diagnose issues using probing questions and active listening, provide clear guidance to non-technical users, and maintain ownership through resolution.
• Escalate issues through the appropriate channels and alert leadership to emerging risks or service trends.
• Meet performance targets 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, customer service skills, reliability, punctuality, and the ability to remain calm while troubleshooting.
• U.S. citizenship and the ability to obtain and maintain a Public Trust Security Clearance are required. Confidential PHI and PII must be handled with discretion.

Nice to have

• CompTIA A+, Network+, Security+, ACSP, Google IT Support, or HDI certification.
• Experience with Cisco videoconferencing systems or mobile network troubleshooting.
• Medical terminology or healthcare IT support experience.
• Military service or experience supporting the military and Veteran community.

Culture & Benefits

• Collaborative, team-oriented environment focused on meaningful government IT work.
• 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 a flexible work environment.

Hiring process

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