Note: The job is a remote job and is open to candidates in USA. Macmillan Learning is seeking a Technical Analyst to provide first-level technical support to end users. The role focuses on troubleshooting IT issues, managing incidents and service requests, supporting endpoint devices and user accounts, and resolving problems in accordance with service level agreements.

Responsibilities

• Provide first-level technical support to employees via phone, email, chat, and IT ticketing systems
• Answer incoming support calls and deliver exceptional customer service while resolving technical issues
• Troubleshoot and resolve user account issues, including password resets, account lockouts, multi-factor authentication (MFA) issues, single sign-on (SSO) authentication problems, and login and access-related requests
• Create, document, update, and manage incidents and service requests using an IT Service Management (ITSM) platform (ServiceNow preferred)
• Prioritize and manage support tickets while meeting established SLA targets and escalation timelines
• Escalate unresolved or high-priority issues to the appropriate support teams following defined procedures
• Provide remote technical assistance using remote support tools to diagnose and resolve user issues
• Support endpoint devices, including desktops, laptops, mobile devices, printers, monitors, docking stations, peripherals, and VPN client connectivity issues
• Perform basic Active Directory account administration, including password resets, account unlocks, and user access management
• Document troubleshooting steps, resolutions, and customer interactions accurately and thoroughly
• Collaborate with infrastructure, application, networking, and security teams to resolve complex technical issues
• Assist with new employee onboarding, hardware setup, software installation, and account provisioning
• Maintain a high level of professionalism and communicate effectively with both technical and non-technical users

Skills

• Demonstrated experience prioritizing incidents and service requests against SLA targets and escalation timelines
• Strong troubleshooting skills supporting Windows operating systems and Microsoft 365 applications
• Required experience troubleshooting Multi-Factor Authentication (MFA) and Single Sign-On (SSO) authentication issues
• Experience providing remote technical support using remote assistance tools such as TeamViewer or similar solutions
• Experience supporting endpoint devices including desktops, laptops, monitors, printers, peripherals, mobile devices, and VPN connectivity
• Experience using ITSM platforms such as ServiceNow, Jira Service Management, Remedy, or similar ticketing systems
• Working knowledge of Active Directory, account management, password administration, and user provisioning
• Experience supporting Microsoft Entra ID (Azure Active Directory)
• Knowledge of Microsoft Intune or endpoint management solutions
• Familiarity with ITIL Incident, Request, and Problem Management processes
• Experience supporting hybrid or remote work environments
• Availability to provide occasional after-hours, weekend, or holiday support for critical incidents or maintenance activities
• Participate in an on-call rotation if required by the business
• CompTIA A+, ITIL Foundation, Microsoft, or equivalent certifications preferred

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