Technical Support Analyst
Job Summary
Providing first-level technical support to end users, the full-time Technical Support Analyst will troubleshoot IT issues, manage service requests, and ensure timely resolution of incidents in a remote environment for a 3-month contract.
Key responsibilities
- Deliver exceptional customer service by resolving technical issues via phone, email, chat, and IT ticketing systems
- Troubleshoot user account issues, including password resets and authentication problems, while managing incidents in accordance with established SLAs
- Support endpoint devices and perform basic Active Directory account administration, collaborating with cross-functional teams to resolve complex issues
Required qualifications
- Experience troubleshooting Windows operating systems and Microsoft 365 applications
- Proficiency in resolving Multi-Factor Authentication (MFA) and Single Sign-On (SSO) issues
- Familiarity with ITSM platforms such as ServiceNow or similar ticketing systems
- Knowledge of Active Directory and user provisioning processes
- Certifications such as CompTIA A+, ITIL Foundation, or equivalent are preferred
Complete Job Description
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