First-Line IT Support Specialist

Macmillan Learning; New York (NY); On-site; USD 39,000 - 48,000; Full time

Job summary

Macmillan Learning is seeking a Technical Analyst to deliver first-level IT support for employees via phone, email, chat, and ticketing systems. You will troubleshoot issues, manage incidents, and ensure timely resolution while maintaining a high level of customer service.

The role covers Active Directory, MFA/SSO, VPN, and endpoint devices. Some after-hours support and on-call rotation may be required. This 3-month opportunity emphasizes reliability and collaboration with IT teams.

Qualifications

• > Prioritize incidents and service requests against SLA targets and escalation timelines.
• > Strong troubleshooting for Windows and Microsoft 365.
• > Experience troubleshooting MFA and SSO authentication issues.
• > Remote technical support using TeamViewer or similar tools.
• > Support endpoint devices including desktops, laptops, monitors, printers, VPN connectivity.
• > Experience using ITSM platforms such as ServiceNow, Jira Service Management, Remedy, or similar.
• > 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.
• > CompTIA A+, ITIL Foundation, Microsoft, or equivalent certifications preferred.
• > Experience supporting hybrid or remote work environments.
• > Availability for after-hours, weekend, or holiday support for critical incidents or maintenance.
• > Participate in an on-call rotation if required.

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, MFA, SSO, and login requests.
• Create, document, update, and manage incidents and service requests in an ITSM platform.
• Prioritize and manage support tickets while meeting SLA targets and escalation timelines.
• Escalate unresolved or high-priority issues to appropriate teams.
• Provide remote technical assistance using remote tools to diagnose and resolve issues.
• Support endpoint devices and VPN connectivity; assist with onboarding and provisioning.

Skills

SLA prioritization

Windows & MS 365

MFA & SSO issues

Remote support tools

Endpoint devices

ITSM platforms

Active Directory

Azure AD / Entra ID

Intune / endpoint management

ITIL processes

Certifications preferred

Hybrid/remote work experience

On-call availability

Tools

ServiceNow

Jira Service Management

Remedy

Job description

Macmillan Learning is seeking a Technical Analyst to deliver first-level IT support for employees via phone, email, chat, and ticketing systems. You will troubleshoot issues, manage incidents, and ensure timely resolution while maintaining a high level of customer service.

The role covers Active Directory, MFA/SSO, VPN, and endpoint devices. Some after-hours support and on-call rotation may be required. This 3-month opportunity emphasizes reliability and collaboration with IT teams.