Information Security Analyst:

This individual will assist employees with multi-factor authentication (MFA) enrollment, authentication troubleshooting, password-related issues, account access requests, and privileged access management while delivering exceptional customer service. Troubleshoot authentication issues including enrollment failures, device changes, authentication challenges, and access-related incidents.

Information Security Analyst 

Position Overview
We are seeking an Intermediate Information Security Analyst to provide front-line support for workforce authentication services. This individual will assist employees with multi-factor authentication (MFA) enrollment, authentication troubleshooting, password-related issues, account access requests, and privileged access management while delivering exceptional customer service. The ideal candidate is a self-starter who can work independently and effectively support users in a fast-paced enterprise environment.

Key Responsibilities

• Support workforce enrollment and registration for Okta MFA and Microsoft Entra ID MFA.
• Troubleshoot authentication issues including enrollment failures, device changes, authentication challenges, and access-related incidents.
• Assist users with password resets, account lockouts, credential issues, and authentication troubleshooting.
• Support Windows Hello for Business (WHfB) enrollment and authentication processes.
• Perform user account administration activities within Active Directory, Okta, and Microsoft Entra ID.
• Utilize ServiceNow to manage incidents, requests, tasks, and service queues.
• Maintain accurate ticket documentation and ensure timely resolution of requests.
• Escalate complex authentication and infrastructure issues to engineering teams when necessary.
• Support privileged access management processes using Password Safe.
• Document troubleshooting procedures, resolutions, and knowledge base articles.

 
Required Qualifications

• 3 to 5 years of Information Security, Identity & Access Management, Service Desk, or related IT support experience.
• Experience administering and supporting Active Directory accounts.
• Experience supporting Windows Hello for Business (WHfB).
• Experience with Password Safe or other Privileged Access Management (PAM) solutions.
• Experience with Microsoft Entra ID MFA (Microsoft Authenticator).
• Experience with Okta MFA (Okta Verify).
• Experience using ServiceNow for ticket and incident management.
• Strong verbal and written communication skills.
• Excellent customer service and user support abilities.