Technical Analyst (Contractor)

About the Role

The Technical Analyst provides first-level technical support to end users by troubleshooting IT issues, managing service requests, and ensuring timely resolution of incidents. This role requires excellent communication skills, strong technical troubleshooting abilities, and a customer-first mindset. The analyst will support users by phone, email, chat, and remote support tools while managing incidents and requests in accordance with established Service Level Agreements (SLAs). This is a 3-month opportunity.

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, account lockouts, multi-factor authentication (MFA) issues, single sign-on (SSO) authentication problems, and login and access-related requests.
• Create, document, update, and manage incidents and service requests using an IT Service Management (ITSM) platform (ServiceNow preferred).
• Prioritize and manage support tickets while meeting established SLA targets and escalation timelines.
• Escalate unresolved or high-priority issues to the appropriate support teams following defined procedures.
• Provide remote technical assistance using remote support tools to diagnose and resolve user issues.
• Support endpoint devices, including desktops, laptops, mobile devices, printers, monitors, docking stations, peripherals, and VPN client connectivity issues.
• Perform basic Active Directory account administration, including password resets, account unlocks, and user access management.
• Document troubleshooting steps, resolutions, and customer interactions accurately and thoroughly.
• Collaborate with infrastructure, application, networking, and security teams to resolve complex technical issues.
• Assist with new employee onboarding, hardware setup, software installation, and account provisioning.
• Maintain a high level of professionalism and communicate effectively with both technical and non-technical users.

Requirements

• Demonstrated experience prioritizing incidents and service requests against SLA targets and escalation timelines.
• Strong troubleshooting skills supporting Windows operating systems and Microsoft 365 applications.
• Required experience troubleshooting Multi-Factor Authentication (MFA) and Single Sign-On (SSO) authentication issues.
• Experience providing remote technical support using remote assistance tools such as TeamViewer or similar solutions.
• Experience supporting endpoint devices including desktops, laptops, monitors, printers, peripherals, mobile devices, and VPN connectivity.
• Experience using ITSM platforms such as ServiceNow, Jira Service Management, Remedy, or similar ticketing systems.
• 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 to provide occasional after-hours, weekend, or holiday support for critical incidents or maintenance activities.
• Participate in an on-call rotation if required by the business.

Pay

The hourly rate for this role will be $28-$35 per hour. The role will be hired through a third party vendor, Noor Staffing.

This response is AI-generated, for reference only.