L1 - MFA Enrollment Support Specialist

Job Responsibilities:
Provide whiteglove, inperson and/or virtual support for Microsoft passkey and WHfB enrollment.
Guide users through approved mobile and Windows enrollment workflows, including authentication prompts, device settings, biometric setup, PIN setup, QR codes, browser workflows, and related steps.
Provide professional, patient support and adapt communication based on the users role, technical comfort, and time constraints.
Support personal and corporateissued mobile devices and supported Windows workstations using approved procedures.
Verify successful passkey and WHfB enrollment and confirm authentication is functioning as expected.
Proactively engage employees requiring assistance across assigned hospitals, clinics, departments, kiosks, and enrollment stations.
Troubleshoot common passkey, WHfB, mobile device, and enrollment issues using approved procedures and knowledge resources.
Escalate issues outside documented Level 1 procedures to the assigned Level 2 Cohort Lead.
Accurately update Smartsheet with enrollment status, exceptions, followup needs, and escalation details.
Follow up on incomplete enrollment activities as directed and reinforce approved change management messaging.
Follow  security, privacy, workplace, and patientcare requirements.
Adapt to changing schedules, locations, assignments, and priorities, and follow direction from the assigned Level 2 Cohort Lead, Cybersecurity Project Manager, or designated project leadership.

Skills:
Required Skills & Experience:
Experience in customer service, helpdesk, field support, healthcare support, hospitality, retail technology support, or another highly customer facing environment.
Excellent communication, interpersonal, and customer service skills.
Strong familiarity with iOS and Android smartphones and mobile device navigation.
Comfortable working with Windows workstations and guiding users through Windows based setup processes.
Comfortable supporting mobile authentication, passkey enrollment, WHfB enrollment, biometric authentication, PIN setup, device settings, QR codes, and browser workflows.
Ability to provide patient, step by step assistance to users with varying technical abilities.
Strong attention to detail; ability to follow procedures and accurately document activities.
Calm and professional when assisting frustrated, resistant, busy, or time constrained users.
Ability to recognize when an issue falls outside Level 1 procedures and requires escalation.
Flexible, dependable, organized, and comfortable working independently or as part of a team in fast paced healthcare environments.
Ability to work flexible schedules, including days, evenings, nights, and weekends.

Preferred Qualifications
Familiarity with Smartsheet or similar work management tools.
Experience supporting healthcare employees, physicians, executives, or other high touch populations.
Experience supporting MFA, passkeys, WHfB, device enrollment, or largescale technology adoption initiatives.
Familiarity with Microsoft 365 or Microsoft authentication technologies.

Education:
Required Education:
HS Diploma or GED.

Languages:
English: Read, Write, Speak