Job Description
We are looking for a skilled IT Support member to join our team on a contract basis in Andover, Massachusetts. In this role, you will provide essential IT support to users, focusing on authentication issues and system access. This position offers a unique opportunity to work closely with end-users, leveraging your expertise to deliver effective solutions and improve overall platform usage.
Responsibilities:
• Create and manage ServiceNow tickets to document and resolve user issues.
• Guide users through multi-factor authentication processes and troubleshoot related problems.
• Provide step-by-step support to connect users to company platforms and applications.
• Actively monitor and triage issues for a designated group of approximately 500 users.
• Collaborate with internal teams to develop solutions that enhance user experience and platform engagement.
• Offer basic troubleshooting support for Windows 10 and Active Directory-related issues.
• Utilize the ServiceNow platform to track progress and ensure timely resolution of tickets.
• Contribute to the development of a business case for improved end-user support based on data and insights.
• Address and resolve service desk tickets related to single sign-on (SSO) and multi-factor authentication (MFA) challenges.
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