The support team will be responsible for assisting users with login and access issues, specifically those related to the new passcode-based authentication method. Agents will guide users through the updated multifactor authentication process, troubleshoot common access problems, and escalate unresolved or complex issues to Tier 2 support as appropriate. All support will be delivered via inbound phone and ticket channels, and agents will be trained to follow company standard operating procedures and knowledge base documentation.
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2-3 years of experience in a Tier 1 helpdesk/desktop support role
Experience with ServiceNow ticketing system
Experience with troubleshooting desktop, laptop, mobile operating systems
Strong communication and customer service skills
Strong written communication skills
Experience troubleshooting multifactor authentication platforms
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.