Remote IT Support Analyst — 3-Month Contract

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

Job summary

Macmillan Publishers seeks a Technical Analyst to provide first-level IT support to employees in New York. You will handle tickets via phone, email, chat, and IT ticketing systems, ensuring timely incident resolution and adherence to SLAs.

The role requires strong communication and troubleshooting skills, experience with MFA/SSO, Active Directory, and ITSM platforms. Remote support tools like TeamViewer are a plus. This is a 3-month contract through Noor Staffing.

Qualifications

• Must have strong first-level IT support experience and SLA awareness.
• Experience troubleshooting MFA and SSO authentication issues.
• Proficiency with Windows OS and Microsoft 365 applications.
• Familiarity with ITSM ticketing platforms and remote support tools.

Responsibilities

• Provide first-level IT support to employees via phone, email, chat, and IT ticketing systems.
• Troubleshoot and resolve user account issues including MFA, SSO, and password resets.
• Create, document, update, and manage incidents and service requests in an ITSM platform.
• Prioritize tickets to meet SLA targets and escalation timelines.
• Collaborate with infrastructure, application, networking, and security teams.

Skills

First-level IT support

Windows & Microsoft 365

MFA & SSO troubleshooting

Remote support tools

ITSM platforms

Active Directory / account mgmt

VPN connectivity

On-call availability

Strong communication

Hybrid/remote work experience

Education

CompTIA A+, ITIL Foundation, Microsoft certs

Tools

ServiceNow

Jira Service Management

Remedy

TeamViewer / remote tools

VPN client

Active Directory tooling

Job description

Macmillan Publishers seeks a Technical Analyst to provide first-level IT support to employees in New York. You will handle tickets via phone, email, chat, and IT ticketing systems, ensuring timely incident resolution and adherence to SLAs.

The role requires strong communication and troubleshooting skills, experience with MFA/SSO, Active Directory, and ITSM platforms. Remote support tools like TeamViewer are a plus. This is a 3-month contract through Noor Staffing.