Technical Analyst (Contractor)

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. 

What you’ll do: 

• 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.

What you'll bring:

• 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.

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

Macmillan Publishers is the U.S. trade company that is part of the Holtzbrinck Publishing Group, a large family-owned group of media companies headquartered in Stuttgart, Germany. Holtzbrinck Publishing Group's publishing companies include prominent imprints around the world that publish a broad range of award-winning books for children and adults in all categories and formats.

U.S. publishers include Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Henry Holt & Company, Macmillan Audio, Macmillan Children’s Publishing Group, The St. Martin's Publishing Group, and Tor Publishing Group. In the UK, Australia, India, and South Africa, companies in the Holtzbrinck Publishing Group publish under the Pan Macmillan name. The German publishing company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer & Witsch, Rowohlt, and Droemer Knaur.

Macmillan is proud to be an equal opportunity employer, consistently striving to foster a culture where everyone belongs. We welcome applicants of all backgrounds and identities. Qualified applicants are evaluated without regard to race, color, religion, age, ethnicity, national origin, sex, sexual orientation, gender identity or expression, disability status, physical ability, neurodiversity, genetic information, protected veteran status, family and economic status, and background or any other characteristic protected by federal, state, or local law. We prohibit discrimination of any kind and will provide reasonable accommodations to qualified individuals with disabilities in accordance with applicable law.