Member Support Analyst – MFA Specialist

Job Summary

The Member Support Analyst provides Tier 1 technical support, resolving incidents and requests related to system / web applications. This role specializes in multifactor authentication (MFA) and single sign-on (SSO), working independently on complex cases to ensure a positive member experience.

Key Responsibilities

• Handle service desk calls, meeting resolution timelines and metrics.
• Act as the MFA and SSO troubleshooting expert.
• Resolve and log incidents / requests, escalating when needed.
• Liaise with members and teams to meet needs.
• Analyze application issues, document solutions, and support password / account procedures.
• Adhere to IT standards and confidentiality.

Knowledge, Skills & Abilities