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[Remote] Tier 2 Analyst (Identity Management)_1158

June 18, 2026

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 insurance Company 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 is http// Company 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 Apply To this Job

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...