{"id":2219544,"url":"https://alion.io/job/macmillan-technical-analyst-contractor","title":"Technical Analyst (Contractor)","company":{"id":7318,"name":"Macmillan","domain":"macmillan.com","url":"https://alion.io/company/macmillan","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":28,"max":35,"currency":"USD","period":"hour","gross":null,"usd_annual":70000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-25T14:45:41Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-10-13T02:11:14Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"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).\nThis is a 3-month opportunity.\nWhat you’ll do:\nProvide first-level technical support to employees via phone, email, chat, and IT ticketing systems.\nAnswer incoming support calls and deliver exceptional customer service while resolving technical issues.\nTroubleshoot 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.\nCreate, document, update, and manage incidents and service requests using an IT Service Management (ITSM) platform (ServiceNow preferred).\nPrioritize and manage support tickets while meeting established SLA targets and escalation timelines.\nEscalate unresolved or high-priority issues to the appropriate support teams following defined procedures.\nProvide remote technical assistance using remote support tools to diagnose and resolve user issues.\nSupport endpoint devices, including desktops, laptops, mobile devices, printers, monitors, docking stations, peripherals, and VPN client connectivity issues.\nPerform basic Active Directory account administration, including password resets, account unlocks, and user access management.\nDocument troubleshooting steps, resolutions, and customer interactions accurately and thoroughly.\nCollaborate with infrastructure, application, networking, and security teams to resolve complex technical issues.\nAssist with new employee onboarding, hardware setup, software installation, and account provisioning.\nMaintain a high level of professionalism and communicate effectively with both technical and non-technical users.\nWhat you'll bring:\nDemonstrated experience prioritizing incidents and service requests against SLA targets and escalation timelines. \nStrong troubleshooting skills supporting Windows operating systems and Microsoft 365 applications.\nRequired experience troubleshooting Multi-Factor Authentication (MFA) and Single Sign-On (SSO) authentication issues.\nExperience providing remote technical support using remote assistance tools such as TeamViewer or similar solutions.\nExperience supporting endpoint devices including desktops, laptops, monitors, printers, peripherals, mobile devices, and VPN connectivity.\nExperience using ITSM platforms such as ServiceNow, Jira Service Management, Remedy, or similar ticketing systems.\nWorking knowledge of Active Directory, account management, password administration, and user provisioning.\nExperience supporting Microsoft Entra ID (Azure Active Directory).\nKnowledge of Microsoft Intune or endpoint management solutions.\nFamiliarity with ITIL Incident, Request, and Problem Management processes.\nCompTIA A+, ITIL Foundation, Microsoft, or equivalent certifications preferred.\nExperience supporting hybrid or remote work environments.\nAvailability to provide occasional after-hours, weekend, or holiday support for critical incidents or maintenance activities.\nParticipate in an on-call rotation if required by the business.\nThe hourly rate for this role will be $28-$35 per hour. The role will be hired through a third party vendor, Noor Staffing.\nMacmillan 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.\nU.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.\nMacmillan 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.","description_format":"text","description_chars":5206,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Media & Entertainment","Books","Publishing"],"lifecycle":[{"event":"open","at":"2026-10-10T12:15:48Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.5,"p_room":0.45,"age_days":47,"expected_fill_days":30,"reasons":["conf:2","win:tail"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":70000,"is_top_pay":false},"html_url":"https://alion.io/job/macmillan-technical-analyst-contractor","json_url":"https://alion.io/job/macmillan-technical-analyst-contractor.json","meta":{"generated_at":"2026-10-13T05:27:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8469,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7318},"rest":"https://alion.io/mcp/rest/get_company?id=7318"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmacmillan-technical-analyst-contractor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmacmillan-technical-analyst-contractor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmacmillan-technical-analyst-contractor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/macmillan-technical-analyst-contractor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmacmillan-technical-analyst-contractor"}]}