Help Desk Analyst

Job Description

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.
• At least 1 year of experience in an IT support or help desk environment.
• Proficiency in using Active Directory and troubleshooting Windows 10 systems.
• Familiarity with ServiceNow or similar ticketing platforms.
• Strong understanding of multi-factor authentication (MFA) and single sign-on (SSO) processes.
• Ability to manage and resolve service desk tickets efficiently.
• Excellent communication skills to guide users through technical processes.
• Detail-oriented with strong problem-solving abilities.
• Experience in a manufacturing or similar industry is a plus.