IT Service Desk Agent I

Location: US - National

Company

hirify.global provides IT support services for organizations and their end users.

What you will do

• Provide level 1 technical support through phone, chat, and email.
• Serve as the first point of contact for users seeking IT assistance.
• Troubleshoot Windows, Microsoft Office, network, VPN, Citrix, and mobile device management issues remotely.
• Document requests, incidents, investigations, and resolutions in ticketing systems.
• Resolve issues during the initial interaction or escalate them according to established protocols.
• Participate in team meetings, assigned projects, and corporate initiatives.

Requirements

• At least 1 year of IT service desk or IT support experience.
• General knowledge of network connectivity, VPN, Microsoft 365, Active Directory, and mobile device management.
• Proficient English required to support clients.
• Strong customer service, written and verbal communication, problem-solving, typing, organizational, and attention-to-detail skills.
• Ability to work independently and collaboratively, learn new software quickly, and follow HIPAA and client notification policies.
• Availability for assigned shifts, including nights, weekends, and on-call rotations; ability to travel up to 5%.

Nice to have

• ITIL training or experience.
• CompTIA A+, Microsoft, HDI, or another industry certification.
• Spanish language skills.

Culture & Benefits

• Full-time employment.
• Emphasis on professionalism and high-quality customer service.
• Inclusive workplace and equal employment opportunity commitment.