Associate IT Support Engineer

**Get to know Okta**Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.Join our team We’re building a world where Identity belongs to you.Our IT Support Engineers help ensure we provide world-class dynamic technology support for our employees and our spaces. In this role, you are responsible for providing remote technical assistance to end-users by troubleshooting hardware, software, and access-related issues. This role involves handling support tickets, resolving incidents, and ensuring timely follow-up and resolution, all while maintaining a customer-first mindset. Works closely with global IT teams to support user productivity in a fully remote capacity. You will be part of a globally distributed remote support team that provides IT support for our internal Okta employees.**What you’ll be doing**:- Monitor and manage tickets in **ServiceNow** or equivalent ITSM tool, ensuring timely response and resolution based on SLA.- Perform **user account management** tasks (e.g., password resets, access provisioning, group memberships).- Guide users through **self-service resources** and document common resolutions in a knowledge base.- Escalate complex issues to appropriate teams and **follow up to ensure closure**.- Participate in **weekly operations syncs**, knowledge-sharing, and process improvement initiatives.- Support **new hires onboarding** remotely (if requested - On demand) by assisting with initial setup and access provisioning.- Ensure **security-first practices**, particularly when handling user data, credentials, or remote troubleshooting.- Maintain a high level of **customer service**, communication, and professionalism in all interactions.- Provide support for offboarding audit tasks, either independently or in coordination with global support team members.- Assist with on-call PagerDuty alerts during weekdays & weekends to address any business-critical issues.- In the future, this role is also expected to be onsite as needed for specific events or leadership visits or onsite onboarding. Additionally, it will require up to 20% travel for standby support, depending on business needs.- **Adapt to changing work hours or shifts** depending on business needs.- This role also supports documentation, process reviews, and knowledge base contributions as needed — a great chance to drive team impact and support company goals.**Minimum REQUIRED Knowledge, Skills, and Abilities**:- 3+ year supporting internal or external customers in an IT Service Desk environment- 3+ years experience supporting Mac and Windows devices- 3+ years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems- 1+ years supporting video conferencing systems preferable- Experience supporting high priority escalations and high-pressure situations- Strong ability to prioritize multiple tasks to ensure support for your customers and team**Additional skills or certifications a plus**:- Okta- Google Suite- JAMF- Workspace One- Okta- ServiceNow- Atlassian Suite- Google Suite- Slack- SalesforceLI-RemoteLI-MK1**What you can look forward to as a Full-Time Okta employee**- Amazing Benefits- Making Social Impact- Developing Talent and Fostering Connection + Community at OktaSome roles may require travel to one of our office locations for in-person onboarding.Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.- Okta- The foundation for secure connections between people and technology