[Remote] Tier 2 Analyst (Identity Management)_1158

Note: The job is a remote job and is open to candidates in USA. LATCH LLC is a technical consulting firm providing services to the US Federal Government. The Tier 2 Analyst role involves troubleshooting and providing technical support for authentication and identity lifecycle issues, primarily using Okta and ICAM services.

Responsibilities

• Act as the first technical escalation point after Tier 1 for authentication, identity, and MFA incidents involving Okta and other ICAM components.
• Triage, investigate, and resolve user sign-in issues, MFA enrollment/verification problems (Okta Verify, SMS/Voice, YubiKey, etc.), SSO/SAML authentication failures, and identity provisioning anomalies.
• Analyze event data and authentication logs within Okta to determine root causes of failures or misconfigurations.
• Evaluate group membership, provisioning status, and account state across Okta, Active Directory, and connected applications.
• Document incident details, troubleshooting steps, and resolution paths clearly and thoroughly for audit and SLA purposes.
• Create and update runbooks, SOPs, troubleshooting playbooks, and knowledge base articles to support both Tier 1 and Tier 2 teams.
• Provide feedback to improve triage flows, escalation criteria, and customer-facing scripts.
• Communicate incident impact, progress, and resolution clearly to customers and internal stakeholders.
• Translate technical concepts into accessible explanations for non-technical users.
• Help de-escalate user frustration with professionalism, empathy, and well-managed expectations.
• Collaborate closely with Tier 1 to ensure tickets are adequately triaged and escalated with complete context.
• Escalate unresolved or platform-level issues to Tier 3 with appropriate reproduction steps, logs, technical findings, and recommended actions.
• Validate fixes and workarounds in production after Tier 3 intervention.
• Contribute to operational readiness as MFA changes and identity security enhancements increase ticket volume. Skills
• 3+ years in a service desk, help desk, desktop support, Tier 1/Tier 2 environment in an IT or technical support setting.
• Strong troubleshooting ability for authentication issues, user access problems, account states, and basic identity lifecycle events.
• Ability to read and interpret system logs (Okta, identity events, authentication traces) with training provided.
• Experience writing internal documentation, technical manuals, knowledge base articles, runbooks, or user guides for both technical and non-technical audiences.
• Familiarity with core identity concepts such as SSO, MFA, accounts, groups, passwords/resets, identity attributes, and federation basics.
• Experience in using enterprise ticketing tools (e.g., ServiceNow, Rally, Jira, Remedy).
• Minimum of 3 years in a help desk, service desk, or technical customer support role.
• Experience troubleshooting technology issues.
• Exposure to any identity platform (Okta, Azure AD/Entra ID, Ping, Duo, etc.).
• Experience with MFA technologies such as Okta Verify, TOTP apps, or hardware tokens (YubiKey).
• Basic understanding of SAML, OAuth, or other authentication protocols.
• Experience supporting federal environments or organizations with strict compliance requirements.
• Familiarity with Active Directory fundamentals (groups, accounts, OUs, lockouts).

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance Company Overview
• DOOR (formerly Latch) is a Building Intelligence company redefining how buildings operate. It was founded in 2014, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is http://www.Latch.com. Company H1B Sponsorship
• DOOR has a track record of offering H1B sponsorships, with 1 in 2022, 2 in 2021. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job

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