Job Overview:

The IT Service Management Analyst II - Multi-Factor Authenticator (MFA) is a part of UNFI’s Service Management group that supports enterprise-wide cybersecurity initiatives responsible for Multi-Factor (MFA) systems and end-users. This role supports end-users with MFA onboarding, troubleshooting, and compliance while ensuring alignment with UNFIs cybersecurity policies and regulatory requirements as a part of Technology Service Management.

Job Responsibilities:

Core Responsibilities

·       Serves as Level 1 or 2 support tickets for MFA-related issues across all business units

·       Assist users with MFA enrollment, token management, and recovery procedures.

·       Monitor and respond to MFA-related alerts and suspicious activity reports.

·       Collaborate with the cybersecurity team to enforce MFA policies and escalate incidents.

·       Maintain documentation and knowledge base articles for MFA procedures and FAQs.

·       Participate in periodic audits and reviews of MFA compliance and user access.

·       Notifies IT management of all critical requests and matters

·       Provide training and guidance to end-users on secure authentication practices.

Performs other duties as assigned.

Job Requirements:

Education/ Certifications:

·       Associate’s or Bachelor’s degree in Information Technology, Cybersecurity, or related field.

·       3+ years of experience in IT support or help desk roles.

·       3- 5 years’ experience providing phone/remote support to customers

·       Hands-on experience with MFA platforms (e.g., Duo, Microsoft Authenticator, Okta, RSA SecurID).

Knowledge/Skills/ Abilities

·       Strong understanding of identity and access management (IAM) principles.

·       Familiarity with enterprise directory services (e.g., Active Directory, Azure AD).

·       Excellent communication and customer service skills

·       Good judgment is required for this position as there may be times when direct supervision may not be immediately available.

·       Experience supporting remote and hybrid workforce environment

·       CompTIA Security+, Microsoft SC-900, or similar cybersecurity certification.

·       Experience with ticketing systems (e.g., ServiceNow, Jira Service Management).

·       Knowledge of Zero Trust architecture and endpoint security best practices.

·       Security-first mindset

Work Environment:

Remote Role:

·       This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

Physical Environment/Demands:

Office Roles:

·       Most work is performed in a temperature-controlled office environment.

·       Incumbent may sit for long periods of time at a desk or computer terminal.

·       While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  

·       Incumbent may use calculators, keyboards, telephones, and other office equipment in the course of a normal workday.

·       Stooping, bending, twisting, and reaching may be required in the completion of job duties.

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.