IT Escalation & IAM Operations Specialist

The IT Escalation & IAM Operations Specialist serves as a senior escalation point within the IT support organization and is responsible for resolving complex technical issues and executing identity and access management (IAM) processes. The position partners closely with Service Desk, Infrastructure, and Security teams to ensure timely resolution of issues and adherence to established access control policies.

Responsibilities

Serve as a primary escalation point (Tier 2.5 / Tier 3) for complex, high-priority, or sensitive IT incidents; Troubleshoot and resolve advanced issues across endpoints, applications, identity systems, and enterprise platforms; Act as a bridge between Service Desk and engineering teams; Perform root cause analysis on recurring issues; Provide guidance and knowledge transfer to Service Desk staff; Execute identity lifecycle processes including user provisioning, deprovisioning, and access changes; Manage user accounts, roles, and group memberships across enterprise systems; Troubleshoot and resolve access-related issues; Support joiner/mover/leaver processes; Assist with access reviews and certifications; Execute access management activities in accordance with least privilege and security policies; Maintain accurate documentation of access changes; Support audit and compliance efforts; Identify opportunities to improve escalation workflows, access processes, and service delivery efficiency; Contribute to knowledge base articles and standard operating procedures; Recommend automation opportunities; Partner with Service Desk, Infrastructure, and Security teams

Requirements

Bachelor’s degree in information technology, Cybersecurity, or related field (or equivalent experience); 3–5+ years of experience in IT support, including escalation handling; Hands-on experience with identity and access management operations (provisioning, access control, user lifecycle); Strong troubleshooting skills across enterprise systems, endpoints, and applications; Experience with directory services (e.g., Active Directory, Microsoft Entra ID, or similar)

Nice to have

Experience with IAM or directory tools (e.g., Okta, SailPoint, Azure AD, CyberArk); Familiarity with ITSM platforms (e.g., ServiceNow, Ivanti, Jira Service Management); Exposure to ITIL processes (Incident, Problem, Change); Basic scripting or automation experience (e.g., PowerShell)

Benefits

Competitive Pay; Paid Holidays & PTO; Comprehensive Health Plans; Company paid short term and long term disability; Voluntary critical illness coverage; Career Advancement Opportunities; Tuition Reimbursement (up to $5,250/year); Employee Loyalty Rewards Program; Retirement Savings Plan with Employer Match; Rewards & Recognition; Health & Safety