IT Support Analyst: First-Line Tech Support (Remote Tools)

Rowohlt Verlag GmbH; New York, Northern (NY, KY); Hybrid; USD 80,231,000 - 100,289,000; Full time

Job summary

Macmillan Publishers is seeking a Technical Analyst to provide first-level IT support to employees, troubleshooting issues via phone, email, chat, and remote tools. The role focuses on MFA/SSO, Windows/M365 triage, and incident management within an ITSM framework.

The 3-month contract, through Noor Staffing, requires strong communication and a customer-first mindset, with on-site or hybrid arrangements in the United States.

Qualifications

• Experience prioritizing incidents and requests against SLA targets.
• Strong troubleshooting of Windows and Microsoft 365 environments.
• Experience with MFA and Single Sign-On authentication issues.
• Experience providing remote support using remote assistance tools.
• Experience using ITSM platforms (ServiceNow, Jira, Remedy).
• Working knowledge of Active Directory and user provisioning.
• ITIL/industry certifications preferred.

Responsibilities

• Provide first-level technical support via phone, email, chat, and IT ticketing systems.
• Respond to support calls with high-quality customer service while resolving issues.
• Troubleshoot login and access issues including MFA and SSO problems.
• Create, document, update, and manage incidents in an ITSM platform.
• Prioritize tickets and meet SLA targets with proper escalation when needed.
• Escalate unresolved or high-priority issues per procedures.
• Provide remote technical assistance to diagnose and resolve user issues.
• Support endpoints including desktops, laptops, monitors, printers, and VPN issues.
• Assist with onboarding, hardware setup, software installs, and account provisioning.
• Collaborate with infrastructure, networking, and security teams to resolve complex issues.
• Maintain professionalism and communicate clearly with technical and non-technical users.

Skills

SLA management

Windows troubleshooting

Microsoft 365

MFA issues

SSO issues

Remote support

ITSM platforms

Active Directory

Intune

Hybrid/remote support

TeamViewer

Education

CompTIA A+

ITIL Foundation

Microsoft certifications

Tools

ServiceNow

Jira Service Management

Remedy

TeamViewer

Job description

Macmillan Publishers is seeking a Technical Analyst to provide first-level IT support to employees, troubleshooting issues via phone, email, chat, and remote tools. The role focuses on MFA/SSO, Windows/M365 triage, and incident management within an ITSM framework.

The 3-month contract, through Noor Staffing, requires strong communication and a customer-first mindset, with on-site or hybrid arrangements in the United States.