Information Security Analyst – Intermediate
Openings / Location: 3 openings | On-site San Antonio, TX
Notes from Call:
Overview: Front-line Workforce Identity & Access Management (WIAM) support role. Focused on workforce MFA onboarding, user enrollment troubleshooting, account lockouts, password resets, and resolving authentication incidents escalated from the service desk.
Required Qualifications:
Experience: 3 to 5 years (Intermediate level; self-starter capable of working independently).
Core Expertise: Active Directory account administration, Windows Hello for Business (WHfB), Password Safe (Privileged Access Management).
MFA & Platform Tools: Microsoft Entra ID MFA (Microsoft Authenticator), Okta MFA (Okta Verify), and ServiceNow ticketing.
Soft Skills: Excellent customer service skills and verbal/written communication for user outreach.
Preferred / Nice-to-Have Qualifications:
Deeper Active Directory domain/infrastructure administration.
Over-qualified candidates (>5 years) are acceptable provided they are comfortable executing hands-on intermediate-level operational tasks.
Key Responsibilities
- Assist workforce with Okta MFA and Microsoft Entra ID MFA enrollment and registration.
- Troubleshoot multifactor authentication challenges, including enrollment, authentication failures, device changes, and access issues.
- Provide support for password resets, account lockouts, credential issues, and authentication-related incidents.
- Support users with Windows Hello for Business enrollment and authentication troubleshooting.
- Assist with user account administration activities within Active Directory, Okta and Microsoft Entra ID.
- Utilize ServiceNow to manage incident, request, and task queues.
- Ensure tickets are updated, documented, and resolved within established service level objectives.
- Escalate complex authentication and infrastructure issues to engineering teams when required.
- Support privileged access management processes using Password Safe.
- Document troubleshooting steps, resolutions, and knowledge-base articles.
- Participate in user outreach and communication efforts related to authentication programs and initiatives.
- Deliver professional, customer-focused support to employees across the organization.
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