First-Line IT Support Specialist (3-Month Contract)

Macmillan Publishers; New York (NY); On-site; USD 80,231,000 - 100,289,000; Full time

Job summary

Macmillan Publishers seeks a Technical Analyst in New York for a 3-month engagement to provide first-level IT support to employees via phone, email, chat, and ticketing systems. You will troubleshoot MFA/SSO issues, manage incidents in an ITSM tool, and ensure timely resolutions while meeting SLA targets.

Collaboration with IT teams and onboarding support are required. The role demands strong communication skills, proficiency with Windows + Microsoft 365, and experience supporting hybrid or

Qualifications

• Experience prioritizing incidents and service requests against SLA targets and escalation timelines.
• Strong troubleshooting skills for Windows OS and Microsoft 365 applications.
• Experience troubleshooting MFA and SSO authentication issues.
• Experience providing remote technical support using tools such as TeamViewer or similar.
• Experience supporting endpoint devices (desktops, laptops, printers, VPN).
• Experience using ITSM platforms (ServiceNow, Jira Service Management, Remedy) or similar ticketing systems.
• Working knowledge of Active Directory, account management, password administration, and user provisioning.
• 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 occasional after-hours, weekend, or holiday support; on-call rotation if required.

Responsibilities

• Provide first-level technical support to employees via phone, email, chat, and IT ticketing systems.
• Resolve tickets and escalate as needed while meeting SLA targets.
• Troubleshoot and resolve MFA and SSO login and access issues.
• Create, document, update, and manage incidents and service requests in an ITSM platform (ServiceNow preferred).
• Prioritize tickets and manage escalation timelines.
• Provide remote technical assistance using remote tools to diagnose and resolve issues.
• Support endpoint devices and VPN connectivity.
• Perform basic Active Directory account administration and password resets.
• Document troubleshooting steps, resolutions, and interactions accurately.
• Collaborate with infrastructure, application, networking, and security teams to resolve complex issues.
• Assist with onboarding, hardware setup, software installation, and account provisioning.
• Maintain professionalism and clear communication with technical and non-technical users.

Skills

Customer service

Troubleshooting

Communication

Incident prioritization

On-call readiness

Tools

ServiceNow

Jira Service Management

Remedy

Active Directory

Intune

TeamViewer

Job description

Macmillan Publishers seeks a Technical Analyst in New York for a 3-month engagement to provide first-level IT support to employees via phone, email, chat, and ticketing systems. You will troubleshoot MFA/SSO issues, manage incidents in an ITSM tool, and ensure timely resolutions while meeting SLA targets.

Collaboration with IT teams and onboarding support are required. The role demands strong communication skills, proficiency with Windows + Microsoft 365, and experience supporting hybrid or