Service Desk Analyst

Location: Cleveland, OH, United States; onsite role with varying shifts and up to 10% travel

Salary: $22–$26 per hour

Company

hirify.global is a family-owned international distributor of tires and parts serving major automotive manufacturers.

What you will do

• Provide frontline Tier 1–2 support to employees and business partners as the first point of contact for technology inquiries.
• Log, categorize, prioritize, track, and route incidents and service requests in an ITSM system.
• Troubleshoot hardware, software, operating systems, mobile devices, Microsoft 365, collaboration tools, cloud applications, and networking issues.
• Document interactions, troubleshooting steps, and resolutions while maintaining knowledge-base articles, FAQs, and self-service resources.
• Resolve issues at first contact where possible, escalate complex cases to higher-level teams or vendors, and meet SLA and performance targets.
• Participate in continuous improvement initiatives and stay current with system updates, emerging technologies, and organizational changes.

Requirements

• Associate’s degree in Computer Science or equivalent experience.
• At least 1 year of experience in IT support or service desk operations.
• Knowledge of Windows, macOS, iOS, Android, Microsoft 365, and networking fundamentals.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or an equivalent platform.
• Strong troubleshooting, problem-solving, analytical, communication, and customer service skills.
• Ability to work onsite in Cleveland, support varying shifts, lift and move computer devices up to 50 pounds, and travel up to 10%.

Culture & Benefits

• Family-owned, growing organization with a collaborative and team-oriented environment.
• Paid time off, medical, dental, and vision coverage.
• 401(k) match of 50% on the dollar for employee contributions up to 7%.
• Drug-free workplace with pre-employment drug screening for selected candidates.
• Equal Employment Opportunity employer with accommodations available for candidates with disabilities.