Technical Analyst – Contractor

This is a fully remote position, open to applicants in New York.

📋 Description

• Deliver first-level technical support to employees through phone, email, chat, and IT ticketing systems.

• Handle incoming support calls and provide outstanding customer service while addressing technical issues.

• Diagnose and resolve user account problems, including password resets, account lockouts, MFA challenges, SSO authentication issues, and requests related to login and access.

• Create, document, update, and manage incidents and service requests utilizing an ITSM platform.

• Prioritize and oversee support tickets while adhering to established SLA targets and escalation deadlines.

• Escalate unresolved or high-priority concerns to the appropriate support teams.

• Offer remote technical assistance through remote support tools.

• Support endpoint devices, including printers, monitors, docking stations, peripherals, and VPN client connectivity.

• Conduct basic Active Directory account administration tasks, such as password resets, account unlocks, and user access management.

• Document troubleshooting procedures, solutions, and customer interactions meticulously.

• Collaborate with infrastructure, application, networking, and security teams to tackle complex technical challenges.

• Assist in onboarding new employees, including hardware setup, software installation, and account provisioning.

• Communicate effectively with both technical and non-technical users.

⛳️ Requirements

• Proven experience in prioritizing incidents and service requests in line with SLA targets and escalation timelines.

• Strong troubleshooting capabilities in supporting Windows operating systems and Microsoft 365 applications.

• Required experience in resolving Multi-Factor Authentication (MFA) and Single Sign-On (SSO) authentication issues.

• Experience in providing remote technical support using tools like TeamViewer or equivalent solutions.

• Familiarity with supporting endpoint devices such as desktops, laptops, monitors, printers, peripherals, mobile devices, and VPN connectivity.

• Experience with ITSM platforms like ServiceNow, Jira Service Management, Remedy, or similar ticketing systems.

• Working knowledge of Active Directory, account management, password administration, and user provisioning.

• Experience with Microsoft Entra ID (Azure Active Directory).

• Knowledge of Microsoft Intune or other endpoint management solutions.

• Understanding of ITIL Incident, Request, and Problem Management processes.

• Preferred certifications include CompTIA A+, ITIL Foundation, Microsoft, or equivalent.

• Experience in supporting hybrid or remote work settings.

• Availability for occasional after-hours, weekend, or holiday support for critical incidents or maintenance tasks.

• Willingness to participate in an on-call rotation if required by the business.

🏝️ Benefits

• Equal opportunity employment.

• Reasonable accommodations for qualified individuals with disabilities.