Associate Service Desk Technician – Tier I (SCA/10:30AM - 7:00PM 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. Schedule: 10:30 a.m.–7:00 p.m. Eastern Time, Monday–Friday. U.S. citizenship required.

Salary: $45,000–$47,500 annually.

Company

hirify.global delivers IT services and solutions that transform government operations and support public-sector customers.

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 tickets in ServiceNow while documenting troubleshooting steps and required data.
• 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 service 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, discretion with PHI/PII, and reliable 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+, ACSP, Google IT Support, or HDI certification.
• Experience with Cisco videoconferencing systems or mobile network troubleshooting.
• Medical terminology or healthcare IT experience.
• Military service or experience supporting military and veteran communities.

Culture & Benefits

• Collaborative, team-oriented work environment focused on meaningful government IT services.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Employee Assistance Program, corporate discounts, pet insurance, referral bonuses, and internal mobility opportunities.
• 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.
• Enhanced biometric identity verification and background screening covering criminal history, education, and employment history.