L2 - MFA Enrollment Cohort Lead

Job Overview:
Pay Range: $45.00hr - $50.00hr Requirement/Must Have:
Experience in customer service, helpdesk, technical support, field support, healthcare support, or another high-touch user-facing environment. Previous experience serving as a team lead, shift lead, floor lead, trainer, escalation resource, or similar leadership role. Strong leadership, communication, interpersonal, and customer-service skills. Strong familiarity with iOS and Android smartphones and mobile-device navigation. Comfortable supporting Windows workstations, mobile authentication, passkeys, WHfB, biometrics, PIN setup, device settings, QR codes, and browser workflows.

Strong troubleshooting and situational judgment, including the ability to determine when Level 3 Cyber Engineering support is required. Ability to gather and document relevant technical information before escalating an issue. Strong organization, documentation, accountability, and follow-through. Ability to coach Level 1 Specialists and provide direction during high-volume or challenging situations. Flexible and comfortable shifting staff or priorities based on changing enrollment needs.

Comfortable working in fast-paced hospital and clinical environments. Ability to work flexible schedules, including days, evenings, nights, and weekends. Responsibilities:
Serve as the day-to-day lead for an assigned cohort of Level 1 Enrollment Support Specialists based on hospital, clinic, geographic area, or shift. Coordinate daily assignments, coverage, enrollment stations, priorities, and workflow in alignment with the Cybersecurity Project Manager. Provide hands-on, XX-glove support for Microsoft passkey and WHfB enrollment alongside Level 1 Specialists. Coach Level 1 Specialists on enrollment procedures, customer interactions, mobile-device and WHfB support, Smartsheet documentation, and escalation processes.

Serve as the first escalation point for issues that cannot be resolved through standard Level 1 procedures. Trouhot common enrollment, mobile-device, Windows workstation, passkey, and WHfB issues using approved procedures and knowledge resources. Determine whether an issue is a standard support issue, should be routed to another IT support team, or requires Level 3 Cyber Engineering. Escalate suspected authentication platform, policy, configuration, provisioning, identity, or other engineering-related issues to Level 3 Cyber Engineering with complete supporting information.

Collect relevant user, device, error, enrollment, and troubleshooting details before escalation to reduce handoffs and accelerate resolution. Monitor cohort enrollment activity and help ensure work is completed accurately, consistently, and on schedule. Maintain and help ensure accurate Smartsheet tracking of enrollment status, exceptions, escalations, assignments, and follow-up activities. Identify recurring technical issues, resource constraints, user concerns, or process gaps and communicate them promptly to the Cybersecurity Project Manager.

Adjust cohort coverage based on enrollment volume, clinical operations, employee availability, and changing project needs. Reinforce approved change-management messaging and maintain a consistent XX-glove experience across the assigned cohort. Provide timely updates to the Cybersecurity Project Manager regarding cohort progress, blockers, escalations, and support needs. Nice to Have:
Experience using Smartsheet or similar work-management tools. Previous healthcare, physician, executive, or other high-touch customer support experience. Experience supporting MFA, passkeys, WHfB, device enrollment, or large-scale technology adoption initiatives. Familiarity with Microsoft authentication, Microsoft 365, Entra , or identity and access management concepts.

Skills:

Microsoft passkey. Windows Hello for Business (WHfB). iOS. Android. Mobile Device Support. Windows Workstations. Biometrics. QR codes. Smartsheet. MFA. Microsoft 365. Entra  and Access Management. Qualification And

Education:

Experience in customer service, helpdesk, technical support, field support, healthcare support, or another high-touch user-facing environment. Previous experience serving as a team lead, shift lead, floor lead, trainer, escalation resource, or similar leadership role. Benefits:
Our Benefits Include:
Medical, Dental, and Vision Insurance 401(k) Retirement Plan Health Savings Account (HSA) Disability Insurance (Short-Term and Long-Term) Life and AD&D Insurance Paid Sick Leave (where required by applicable state or local law) Supplemental Insurance Plans Identity Theft Protection Pet Insurance Employee Wellness Programs Employee Assistance Program (EAP) Career Growth and Professional Development Opportunities

Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify,…