IT Support Analyst (Remote Working)

An IT Support/Accounts Management team member will be responsible for the following scope of work within the Accounts Management & Provisioning team. ~ Provide Customer First service and support for all account related issues. ~ Use of IT Service Management tools to track and record customer incidents and requests. ~ Apply excellent written, digital, and oral communication skills. ~ Work on an tech forward customer support team assisting users both local and remote. ~ Liaising with IT engineers to maintain identity management and security throughout the user account lifecycle. ~ Balance the demands of daily and routine assignments with long-term projects. ~ Monitor and prioritize work from multiple intake vectors, including but not limited too, Chat, Tickets, DMs. ~ Create and document routine IT processes and procedures in accordance with our knowledge management process. ~ Following defined procedures to execute all IT on-boarding & off-boarding functions for internal employees. ( Manually or through Automation ) ~(FTE) – Full time employees. ~(Non-FTE) – SOW Contractor and Contingent workers. ~ Troubleshoot account management issues in accordance with Identity & Accounts Management (IAM) policies. ~ Act as a point of contact / escalation group to the IT Support team for all issues related to IAM. ~ Troubleshooting customer issues within account / access systems such as Okta, SailPoint and MFA tools. Must Haves: ~2-3 years of experience in account management administration / troubleshooting issues in accordance with Identity & Access Management ~ Experience troubleshooting customer issues within account / access systems Okta, Sailpoint, Slack and MFA tools ~ Excellent communication and interpersonal skills ~ Must be comfortable going onsite 4 days a week Plusses: Proficient in Google Sheets / Excel Experience with Jira ticketing system and/or Airtable for onboarding tracking