[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.
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