[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 insuranceCompany 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 isCompany 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