Multi Factor Authentication

Multi Factor Authentication Support Jobs

2 jobs found

1d ago

Global Tier 1 Service Desk Technician

KBR Houston, TX

Houston, TX

1d ago

Full time Account Management Active Directory Application Support

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Job Description

Join KBR’s global IT support network as a Global Tier 1 Service Desk Technician based in Houston with hybrid work options. This role provides first-line assistance for account administration, hardware, software, access, and authentication issues within a follow-the-sun service model, guided by ITIL and ITSM practices to keep incidents and service requests moving smoothly.

Responsibilities

Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues.
Answer and triage incoming contacts while meeting established service level objectives.
Use knowledge base articles and approved procedures to diagnose and resolve Tier 1 issues whenever possible.
Support user account management, password resets, and multi-factor authentication (MFA) administration.
Deliver clear, customer-focused service and translate technical information for non-technical users.
Create, update, manage, and resolve Incident and Request records within ServiceNow following ITIL best practices.
Document troubleshooting activities, resolution steps, and customer communications thoroughly.
Monitor and manage ticket queues to ensure compliance with SLAs.
Escalate issues to appropriate Tier 2 or Tier 3 teams when additional expertise is required.
Ensure incidents and requests are properly categorized, prioritized, and routed.
Contribute to the creation and maintenance of knowledge base articles, procedures, and support documentation.
Identify opportunities to improve processes, automation, and self-service capabilities.
Participate in ongoing technical and professional development, including role-related certifications and training.
Engage in rotational support coordination during high-volume periods and major incidents.
Collaborate effectively with teammates, supervisors, and end users across regions and cultures.
Support a 24x7x365 service organization through assigned shifts, including nights, weekends, and holidays.

Requirements

High school diploma or GED required.
0 to 2 years of experience in a service desk, help desk, technical support, or customer support environment.
Experience using ServiceNow ITSM or a comparable enterprise ticketing platform.
Working knowledge of Microsoft 365 applications and Windows desktop operating systems.
Experience supporting Active Directory, Azure AD, password management, and MFA solutions.
Familiarity with remote support tools and collaboration platforms such as Microsoft Teams.
Understanding of incident management, service request fulfillment, and basic troubleshooting methodologies.
Ability to document support activities accurately and follow established procedures.
Strong verbal and written communication skills.
Excellent customer service, interpersonal, and problem-solving abilities.
Ability to work independently and manage competing priorities in a fast-paced environment.
Ability to collaborate with diverse teams across multiple regions and time zones.
Capacity to work assigned shifts, including nights, weekends, and holidays in a 24x7x365 environment.

Technologies

ServiceNow ITSM
Microsoft 365
Windows
Active Directory
Azure AD
Multi-factor authentication (MFA) solutions
Microsoft Teams
macOS
iOS

Benefits

401K plan with company match
Medical insurance
Dental insurance
Vision insurance
Life insurance
AD&D
Flexible spending account
Disability insurance
Paid time off
Flexible work schedule

Work Environment & Physical Requirements

Remote, hybrid, or office-based work setup depending on needs and location
Participation in a 24x7x365 shift-based support operation, including nights, weekends, and holidays
Ability to remain at a workstation for extended periods while assisting users via phone, chat, and ticketing systems
Reliable high-speed internet connectivity required for approved remote or hybrid work arrangements

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1d ago

Tier 2 IT Support Specialist

Evolver Inc Reston, VA 🇺🇸 Remote

Reston, VA

1d ago

Full time Active Directory Cloud Platforms End User Support

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Job Description

The Tier 2 IT Support Specialist role provides remote, after-hours technical assistance for USDA and other clients, acting as the escalation point between Tier 1 and Tier 3 with deep hardware, software, networking, and account troubleshooting expertise.

Responsibilities

Address escalations from Tier 1 through the Remedy ticketing system.
Diagnose and resolve VPN connectivity issues, perform password resets, and support USDA-approved desktop applications.
Process incidents, change requests, and work orders with an emphasis on timely closure to meet performance targets and ensure customer satisfaction.
Deliver remote support for hardware and software problems.
Execute software installations, remote reimaging, and configuration of USDA-standard systems.
Assist with operating system upgrades, patch management, and deployment activities.
Troubleshoot and support telecommunications equipment including VTC, VoIP, and WITS.
Resolve printer, peripheral, and network connectivity problems.
Assist with user account provisioning, password resets, and Windows Hello for Business (WHfB) support.
Coordinate remote deployment, shipping, and tracking of loaner devices and other hardware assets.
Maintain accurate inventory through asset and configuration management practices.
Provide high quality support via phone, email, chat, and remote-access tools.
Explain technical solutions clearly to non-technical users.
Offer support to senior government executives, including the Office of the Secretary and Under Secretaries.
Adapt to fluctuating ticket volumes and contribute to special IT projects as needed.
Remain available for the assigned after-hours shift to ensure consistent coverage.
Route tickets as a personal queue manager and oversee timely resolution.

Requirements

An associate degree in Information Technology or a related field, or equivalent job experience.
Two years of relevant technical support or help desk experience.
One year of hardware and software troubleshooting experience.
One year of experience with VPN, networking, and operating system upgrades.
One year of experience in account provisioning, remote imaging, and software deployment.
One year of experience with telecommunications systems (VTC, VoIP, WITS).
One year of experience with asset and configuration management.
U.S. citizenship with the ability to pass a comprehensive background check and maintain a favorable Public Trust status.

Technologies

Technologies and tools used in this role include the Remedy ticketing system, VPN connectivity, Windows 10 and Windows 11 (OS upgrades and migrations), remote imaging, and Office 365 suite (Outlook, Teams, SharePoint Online). Additional platforms include VTC, VoIP, WITS, Linc-Pass (PIV Card), Windows Hello for Business, and Active Directory.

Benefits

Health, dental, and vision insurance
401(k) retirement plan
Flexible spending account
Paid leave, including PTO and parental leave

Work Schedule & Remote Requirements

Evening shift from 4:30 PM to 1:00 AM.
Overnight shift from 1:00 AM to 8:30 AM.
Mixed or weekend shift that includes a weekend block from 8:00 AM to 4:30 PM.
A reliable high-speed internet connection and a secure, distraction-free home workspace are required.
Ability to work independently with minimal supervision during evening, overnight, and weekend periods.
Willingness to work scheduled after-hours, weekend, and holiday shifts as assigned.
Government-furnished equipment must be maintained and secured per USDA policy.

Additional Duties

Remotely diagnose and resolve PC and network hardware and software issues, coordinating local hands-on support or device shipment when on-site repair is necessary.
Provide advanced support for Microsoft Outlook, Teams, and Office 365.
Support Linc-Pass (PIV Card) certificate associations and wireless broadband connectivity.
Assist with remote PC refresh and migration, for example from Windows 10 to Windows 11.
Offer end-user training on Microsoft Office 365 and SharePoint Online.

Preferred Qualifications

Three years of relevant technical support or help desk experience.
Previous experience in federal IT environments, particularly USDA.
Proficiency with Remedy or similar ticketing systems.
Experience supporting printers, peripherals, and networking hardware.
Advanced troubleshooting skills for Microsoft Teams and Outlook.
Familiarity with Active Directory and domain-level user rights administration.
Strong customer service and communication skills.
ITIL Foundation (v4) certification is desirable but not required.
Relevant certifications such as CompTIA A+, Network+, Security+, HDI Support Center Analyst, or Microsoft 365 Certified are a plus.
Must be able to obtain and maintain a favorable Public Trust background status.

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Multi Factor Authentication Support Jobs

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