Overview
Job Details
Job ID: 766268
Job Title: GA DHS - Help Desk Analyst 2
Location: Remote 47 Trinity Avenue SW | Atlanta, GA 30334
Duration: 12 Months
Client: State Of GA DHS
The ID Analyst will work remote, for the Office of Information Technology processing, the onboard and offboard of employees and contractors working for DHS.
*This position is ADMINISTRATIVE/CLERICAL SUPPORT ROLE in nature; it is NOT an IT -Technical support position.
*State of Georgia resident applicants only.
Position Responsibilities:
Receive and track onboard and offboard requests; check the requests for completeness and accuracy
Submit requests for new accounts using ServiceNow ticketing system.
Submit request for setup and delivery of equipment and wireless devices.
Coordinate with application teams for additional application access requests
Track progress of requests to completion and escalate to vendors and management as needed.
Review accounts for accuracy of provision or deprovision based on requests
Test new accounts upon creation for successful login to equipment, network, home drives, office 365 email, and remote VPN
Confirm onboard accounts are assigned group memberships, network drives, and ServiceNow profiles as requested
Verify group memberships, network drives, and ServiceNow profiles are disabled for offboards
Communicate status of processed onboard or offboard requests to hiring managers
Resolve requests within SLA while providing the highest level of customer service
Display a consistent understanding of compliance to assist in high priority escalations and requests
Qualifications & Skills Required:
Associate degree in a related field OR minimum 2+ years of help desk support
One-year proven experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.)
Minimum 2+ years proven experience working effectively with a diverse team in a highly visible, fast-paced and changing environment with occasional aggressive timelines
Minimum 2+ years proficiency with excel spreadsheets, including formulas and reporting
Detail oriented with the ability to work independently
Excellent oral, written, and interpersonal communication
Experience in performing well under pressure
Capable of working competently with personnel at multiple levels of the organization
Experience with ServiceNow or Okta is a plus
Must have work authorization that allows candidate to work in the United States
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| Skill | Required / Desired | Amount | of Experience | ||||
| Associate degree in a related field | Required | 2 | Years |
| ||||
| Experience with excel spreadsheets, including formulas and reporting | Required | 2 | Years |
| Experience with O365 Pro Plus core applications | Required | 1 | Years |
| Experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.). | Required | 1 | Years |
| Excellent oral, written, and interpersonal communication | Required | 2 | Years |
| Experience with HelpDesk support. | Required | 1 | Years |