Job Title: L1 – MFA Enrollment Support Specialist
Duration: 2+ months
Location: Newport Beach, CA 92663

Schedule: M-F, 30hours a week

Job Responsibilities:

• Provide white-glove, in-person 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 user’s role, technical comfort, and time constraints.
• Support personal and corporate-issued mobile devices and Client-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, follow-up needs, and escalation details.
• Follow up on incomplete enrollment activities as directed and reinforce approved change-management messaging.
• Follow Client security, privacy, workplace, and patient-care 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 large-scale technology adoption initiatives.
• Familiarity with Microsoft 365 or Microsoft authentication technologies.