IAM Support Analyst (Tier 1/2)

Company: Solasta
Department: Information Technology – Identity & Access Management
Reports To: IAM Team Lead / Systems Support Manager
Location: On-site or Hybrid (Client Location)
Contract Type: Contract

 
Position Summary
Solasta is seeking a detail-oriented and customer-focused Identity and Access Management (IAM) Support Analyst (Tier 1/2) to provide operational support for one of our enterprise healthcare clients.

The IAM Support Analyst will be responsible for managing daily user access requests, account provisioning, and troubleshooting across Microsoft Active Directory, Office 365, and related identity management systems. The ideal candidate will be highly organized, possess strong technical and communication skills, and thrive in a collaborative team environment.

 
Key Responsibilities
User Account Administration

Create, modify, disable, and remove user accounts in Active Directory (AD) and Microsoft 365.
Manage user permissions, group memberships, and organizational units (OUs).
Maintain and troubleshoot network share access and file permissions.
Access Request Fulfillment

Process incoming access requests through the client’s Identity Management and Access Request Systems.
Ensure timely response to service tickets and maintain compliance with defined SLAs.
Validate authorization workflows to ensure proper access approvals.
Operational Maintenance

Assist with the maintenance of Group Policies and basic PowerShell script monitoring.
Identify recurring access issues and recommend improvements or automation opportunities.
Support ongoing IAM automation and process optimization initiatives.
Documentation and Reporting

Maintain accurate runbooks, standard operating procedures (SOPs), and process documentation.
Contribute to weekly status reports and ticket metrics.
Customer Service

Deliver high-quality support and clear communication to client users and stakeholders.
Collaborate with internal Solasta and client IT teams to ensure consistent service delivery.
 
Required Qualifications
Associate’s degree in Information Technology, Computer Science, or related field
or equivalent combination of education and 2+ years of IT support experience.
Hands-on experience with Active Directory user administration and Microsoft 365 license management.
Familiarity with Group Policy Objects (GPOs) and general IAM practices.
Excellent troubleshooting, analytical, and documentation skills.
Strong written and verbal communication abilities.
Commitment to confidentiality, security compliance, and data integrity standards (HIPAA familiarity preferred).
 
Preferred Qualifications
2+ years’ experience in identity or user account administration within an enterprise environment.
Experience with healthcare system access (e.g., Cerner, Eclipsys, PACS).
Knowledge of PowerShell scripting or similar automation tools.
Familiarity with vendor access platforms such as Securelink or similar.
Experience in environments with defined IT service levels and ticket-based workflows.
 
Soft Skills & Attributes
Strong ownership and accountability for assigned tasks.
Exceptional customer service orientation and ability to handle urgent access needs.
Ability to manage multiple priorities in a fast-paced environment.
Team-oriented and collaborative, with proactive communication skills.
 
Work Schedule
Standard hours: Monday–Friday, 8:00 a.m. – 5:00 p.m. EST
Occasional after-hours support may be required for critical access issues or maintenance activities.
 
Performance Indicators
Ticket resolution time and SLA compliance.
Accuracy and timeliness of account provisioning.
Quality and completeness of documentation.
Client satisfaction and user feedback.
 
Solasta is an equal opportunity employer committed to building and supporting diverse technical teams.