Job Summary:

The Identity & Access Support Specialist is responsible for providing technical support and issue resolution related to user authentication and access management. This includes handling Multi-Factor Authentication (MFA) issues, password resets, and Microsoft Authenticator support, with a focus on Microsoft Entra ID (formerly Azure AD), OneLogin, and ServiceDesk Plus.

Key Responsibilities:

MFA Support (Microsoft Entra & OneLogin)

• Provide Tier 1 support for MFA setup, troubleshooting, and re-enrollment.
• Assist users with configuring MFA via Microsoft Entra and OneLogin platforms.
• Respond to and resolve MFA-related incidents and service requests using ServiceDesk Plus.
• Educate users on MFA policies and secure authentication practices.

Password Reset Support

• Process password reset requests securely through ServiceDesk Plus.
• Verify user identity using approved protocols before performing resets.
• Support self-service password reset (SSPR) configurations and troubleshooting.
• Monitor and escalate recurring password-related issues to appropriate teams.

Microsoft Authenticator Support

• Guide users through setup and troubleshooting of the Microsoft Authenticator app.
• Assist with re-registration of Authenticator after device changes or loss.
• Resolve issues related to push notifications, time-based codes, and app syncing.
• Maintain and update support documentation and knowledge base articles.

Tools & Technologies:

• Microsoft Entra ID (Azure AD)
• OneLogin Identity Platform
• ServiceDesk Plus (ManageEngine)
• Microsoft Authenticator
• Active Directory