Level 1 Support Analyst

Key Responsibilities

• Process user access requests in accordance with approved Identity and Access Management (IAM) policies, procedures, and Service Level Agreements (SLAs).
• Provision, modify, and revoke user accounts and system access across enterprise applications, directories, and platforms.
• Perform user onboarding, role changes, and offboarding activities while ensuring appropriate access controls are maintained.
• Assist in role-based access control (RBAC) administration by assigning roles and permissions based on approved business requirements.
• Support periodic user access reviews, access certification campaigns, and segregation of duties (SoD) validation activities.
• Monitor IAM service requests, resolve routine access-related issues, and escalate complex requests to senior IAM team members.
• Maintain accurate documentation of access requests, provisioning activities, and operational procedures.
• Collaborate with application owners, HR, IT Operations, and Service Desk teams to ensure timely and accurate access provisioning.
• Support compliance and audit activities by preparing access reports and maintaining audit evidence.
• Participate in Agile ceremonies and contribute to process improvement initiatives where applicable.
• Follow information security policies, regulatory requirements, and identity governance standards.
• Escalate security risks, policy exceptions, and provisioning issues to senior IAM analysts when appropriate.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related field.
• 0–2 years of experience in Identity and Access Management (IAM), IT Support, Service Desk, Security Operations, or a related technical role.
• Basic understanding of Identity and Access Management (IAM) concepts, including user lifecycle management and Role-Based Access Control (RBAC).
• Familiarity with Active Directory, Microsoft Entra ID (Azure Active Directory), LDAP, or similar identity services.
• Basic understanding of authentication, authorization, and Multi-Factor Authentication (MFA).
• Familiarity with IT Service Management (ITSM) and ticketing tools such as ServiceNow, Jira, or Azure DevOps.
• Strong analytical, organizational, and problem-solving skills.
• Good written and verbal communication skills.
• Ability to work effectively under close guidance and daily supervision.

Preferred Certifications

• CompTIA Security+
• AWS Certified Cloud Practitioner
• Microsoft Azure Fundamentals (AZ-900)
• Microsoft Security, Compliance, and Identity Fundamentals (SC-900)
• ITIL Foundation
• Scrum Foundations

Technical Skills

• Identity & Access Management (IAM) Fundamentals
• User Access Provisioning & Deprovisioning
• Role-Based Access Control (RBAC)
• Active Directory & Microsoft Entra ID (Azure AD)
• Authentication & Multi-Factor Authentication (MFA)
• ITSM & Ticket Management (ServiceNow, Jira)
• Access Request & Approval Workflows
• User Lifecycle Management
• Security Policies & Compliance
• Microsoft Office & Reporting
• Documentation & Process Management
• Basic Cybersecurity Principles