[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