Service Desk Technician - 11:00 a.m. - 8:00 p.m.

Location: Chicago, Illinois, United States; hybrid work

Salary: $62,600–$75,000 annually if located in Illinois, plus bonus eligibility and benefits

Company

hirify.global is a legal services firm with an enterprise IT environment supporting its end users and offices.

What you will do

• Provide telephone and email support for hardware, software, network connections, mobile devices, printers, and office setups.
• Resolve user inquiries, application issues, remote access requests, and job-specific how-to questions.
• Document incidents and requests in the IT service management system and maintain ownership through resolution.
• Escalate issues to Level II and III IT staff or authorized contractors according to established procedures.
• Perform routine systems administration tasks, including password administration and print queue management.
• Support hardware and software upgrades, large-group onboarding, and Service Desk knowledge-base updates.

Requirements

• BA/BS degree or equivalent work experience.
• At least two years of direct user support experience in a high-performance environment.
• At least two years of experience supporting Windows-based computers, including Windows 10.
• At least two years of experience supporting smartphones, including iPhone and Android devices.
• At least two years of experience supporting Microsoft Office applications and remote access technologies such as Citrix.
• Strong communication, organization, analytical, problem-solving, confidentiality, and prioritization skills.

Nice to have

• Experience with Citrix, legal-specific applications, Adobe Acrobat, iManage, Avaya Telephony, Blackberry Work, Mac, or SCCM.
• ITIL or Microsoft Office application certifications.
• Ability to type 40 words per minute.

Culture & Benefits

• Full-time hybrid work arrangement.
• Work schedule: 11:00 a.m. to 8:00 p.m.
• Performance expectations include first-call resolution, service-level agreements, and abandonment-rate targets.
• Comprehensive benefits program and bonus eligibility.
• Work involves collaboration, discretion, confidentiality, and managing competing priorities.