Technical Analyst – Contractor

🕒 August 25

🗽 New York – Remote

🗽 New York – Remote

💵 $28 - $35 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Macmillan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📱 Media

📚 Education

Media • Education

Macmillan is a leading global publishing company and home to a wide range of imprints that publish adult and children’s fiction, nonfiction, and educational materials. Part of the Holtzbrinck Publishing Group, Macmillan also operates Macmillan Learning and Macmillan Education, providing interactive course solutions, higher education content, language learning, and school curriculum publishing across dozens of countries. The company focuses on supporting authors, educators, students, and institutions with world-class content and digital learning tools.

📋 Description

• 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, MFA issues, SSO authentication problems, and login and access-related requests • Create, document, update, and manage incidents and service requests using an ITSM platform • Prioritize and manage support tickets while meeting established SLA targets and escalation timelines • Escalate unresolved or high-priority issues to appropriate support teams • Provide remote technical assistance using remote support tools • Support endpoint devices, printers, monitors, docking stations, peripherals, and VPN client connectivity • Perform basic Active Directory account administration, including password resets, account unlocks, and user access management • Document troubleshooting steps, resolutions, and customer interactions • 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 • Communicate effectively with 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

🏖️ Benefits

• Equal opportunity employment • Reasonable accommodations for qualified individuals with disabilities