Customer Technical Support Specialist (Help Desk)

Location: Dahlgren, Virginia, United States. Full-time onsite position with less than 10% travel. Must be a U.S. Citizen and hold or be able to obtain a SECRET clearance.

Salary: $57,000–$61,200 per year.

Company

hirify.global provides cyber, digital, mission, systems, defense, space, and civilian services supporting government and defense customers.

What you will do

• Provide frontline help desk support for hardware, software, account, application, peripheral, and network-connectivity issues.
• Receive, document, prioritize, track, and resolve incidents and service requests using an enterprise ticketing system.
• Perform initial troubleshooting and diagnosis within established procedures and service levels.
• Escalate complex issues to systems administrators, network engineers, cybersecurity personnel, and other technical teams.
• Maintain ticket records, communicate status updates, and monitor incidents through closure.
• Identify recurring issues and contribute to knowledge-base articles and continuous improvement of help desk operations.

Requirements

• At least two years of professional industry, federal, or Department of Defense help desk support experience.
• Experience with BMC Remedy, ServiceNow, or a comparable enterprise help desk platform.
• Experience troubleshooting workstations, software applications, user accounts, peripheral devices, and network connectivity.
• Strong customer-service, communication, troubleshooting, documentation, and problem-solving skills.
• Must meet Information Assurance Technician Level II and T3 investigation requirements.
• U.S. citizenship and a SECRET clearance or the ability to obtain one are required.

Nice to have

• Bachelor’s degree in information technology, computer science, information systems, cybersecurity, or a related field.
• Three or more years of IT or operations-support experience.
• Experience in U.S. Navy, Department of Defense, federal government, or other secure enterprise environments.
• Experience with Microsoft Windows, Microsoft 365, Active Directory, account management, permissions, and basic TCP/IP networking.
• Current certification satisfying the applicable DoD IAT Level II requirement.

Culture & Benefits

• Continuing education assistance and a professional development allotment.
• Multiple healthcare benefits packages.
• 401(k) with employer matching.
• Competitive time-off policy and federally recognized holiday schedule.
• Collaborative culture focused on care, continuous learning, innovation, and professional growth.