Identity & Access Specialist
Location: Remote
Compensation: $57,000 annually
The Identity & Access Specialist delivers innovative solutions focused on user provisioning, access and matrix audits, and excellent customer service. They monitor tickets, delegate tasks, train junior team members, and ensure compliance with policy and regulatory compliance. They also conduct audits, serve as an escalation point, and manage short-term technical projects.
Primary Duties (Responsibilities)
Work with management and end users to resolve issues, improve efficiency, and promote automation through advanced and creative designs and thorough system analysis
Grant birthright and role-based access by managing onboarding and offboarding tickets, ensuring timely and accurate access provisioning, and maintaining compliance with organizational policies
Provide friendly, professional remote technology support throughout the organization, supporting various and ever-changing software and application systems
Provide excellent customer service through timely and courteous, response, troubleshooting and ticket resolution
Monitor incoming tickets, identify repeatable work to document and delegate to junior team and ensure efficient customer support
Train, mentor, and advise junior team members to ensure efficient incident resolution; provide training on newer systems
Work with vendor partners and leadership to update and improve processes to maintain regulatory compliance
Conduct audit reports on user and profile-based accesses, ensuring compliance with regulatory requirements
Serve as an escalation point to junior team members as needed to ensure an efficient customer experience
Conduct periodic training for junior teams related to program, process, software changes and updates
Collaborate with management and other Technology & Innovation teams to resolve errors and unusual items
Continually review processes and systems to identify and resolve systemic problems and improve process
Complete short-term technical projects, such as application rollouts and support onboarding, including efficient planning and smooth implementation
Protect customers and the organization through compliance with established SLA’s/OLA’s and cognizance of TTR/MTTR guidelines and other reporting metrics
Qualifications
Skills
Extensive working knowledge of common business software such as Microsoft Office suite and CRM systems
Extensive working knowledge of user access processing
Strong ability to manage vendor communication’s
Understanding and effective productivity using ITIL practices and principles
Strong critical thinking, troubleshooting and decision-making skills, especially when a solution is ambiguous
Excellent communication and interpersonal skills including ability to explain technical concepts, processes, and trouble-shoot issues for non-technical users remotely
Exemplary customer service skills, demonstrated through strong customer relationships
Demonstrated ability to remain calm and de-escalate heated interactions
Ability to multitask, prioritize tasks effectively, and handle sensitive information with discretion
Ability to successfully work independently and on a team with a high degree of professionalism and integrity
Education
High School Diploma or equivalent required
Combination of education/training and work experience in a related field required
Experience
2+ years of successful experience in a hands-on Level 2 support function Service Desk, Help Desk, or IAM Specialist role
4+ years of successful work experience or equivalent combination of experience, support user preferred onboarding/offboarding, application audits, process documentation
Experience supporting MacOS/Apple iOS preferred
Previous experience working in automotive or other large retail environment preferred
Certifications
Current CompTIA A+, Information Technology Infrastructure Library (ITIL) Foundation certification preferred
Ability to obtain CompTIA series, ITIL Foundation certification within the first year in role required
Individual Contributor (IC) Competencies
Humble: lives the mission and values and follows ethical and moral standards
High performance: proactive, fact-based, and results oriented
Smart: maintains knowledge of business and financial acumen to make sound decisions
Nimble: accepts change, values innovation, and solves problems
Charismatic: collaborates and communicates effectively
We offer best in class industry benefits:Competitive pay Medical, Dental and Vision PlansPaid Holidays & PTOShort and Long-Term DisabilityPaid Life Insurance401(k) Retirement PlanEmployee Stock Purchase PlanLithia Learning CenterVehicle Purchase DiscountsWellness ProgramsHigh School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.