Security Support Analyst

The Security Support Analyst is a member of the Security Support team, providing Level II support for incoming security requests and tickets submitted by users. This internal customer-facing role ensures users receive timely assistance with security-related issues and plays a critical part in maintaining the organization’s security posture through effective access controls.

Objectives of this Role

• Protect the integrity and confidentiality of HUB data and infrastructure while enabling business functionality across all systems and environments by supporting applicable security solutions.
• Support the Business.
• Contribute to the Security Support and Identity Access Management Team focused on maintaining the security integrity of HUBs’ mission critical suite of applications.
• Demonstrate strong customer service and communication skills with ability to explain technical processes to non-technical users.
• Own and drive successful completion of all assigned tickets in the Security ticket queue.
• Manages and is responsible for the successful completion of all tasks in assigned projects.
• Follow established security policies, procedures, and compliance requirements while assisting users.
• Contribute to support team KPIs to measure operational performance.
• Engage with peers regularly on security support functions, project status, activities, and achievements.
• Available 24/7 for any critical security incident response that may arise which requires immediate resolution.
• Perform other duties as assigned.

Daily and Monthly Responsibilities

• Provide technical support to users by troubleshooting problems with security tools in accordance with established SLAs.
• Collaborate with IT Help Desk and other teams to ensure seamless handling of user requests.
• Maintain accurate documentation of support activities, processes, and troubleshooting steps.
• Contribute to “Continuous Improvement” efforts by monitoring queue for trends and recurring issues and improving processes.
• Assist in the onboarding and offboarding process by ensuring account access is properly configured and deprovisioned.
• Participate in and complete tasks within assigned projects.

• Bachelor’s degree in technology or applicable experience.
• 2+ Years of experience within information security operations in multiple roles.
• 2+ years of experience with cloud infrastructure (AWS, GCP, Azure) and O365 services and technology.
• 2+ years of experience defining, refining, and driving efficiency in operational processes.
• Experience with, but not excluded to email security, MFA and passkey
• Experience with IAM technologies (IAM, PIM, PAM) and directory services such as SailPoint, Okta, OneLogin, LastPass, Keeper, Delinea
• Understanding of email transmission, routing, and authentication concepts including SMTP, SPF, DKIM and DMARC.
• Working Knowledge of Active Directory and MS Entra ID.
• Knowledge of information security identity standards, principles, and practices required.
• Knowledge of industry security standards, guidelines, and regulatory/compliance requirements related to information security such as ISO 27001, NIST 800-53, SOC2, PCI, SOX, etc.
• Prioritization, decision making, critical thinking, communication, and relationship building skills.
• Ability to work independently and in a team environment.
• This position reports into Chicago.
• Willingness to travel up to 10% of working time.

Department Information Technology

Required Experience: 2-5 years of relevant experience

Required Travel: Negligible

Required Education: Bachelor’s degree (4-year degree)