Help Desk Analyst

Job ID: GA-766268

Remote/Local Help Desk Analyst (USC) with O365, ServiceNow, Remedy, VPN, network, Okta experience

Location: Atlanta, GA (DHS)
Duration:12 Months
The Department of Human Services, Office of Information Technology is seeking candidates for the position of ID Analyst located in Atlanta, Georgia.
The ID Analyst will work remotely, for the Office of Information Technology processing, the onboard and offboard of employees and contractors working for DHS.
*This position is an ADMINISTRATIVE/CLERICAL SUPPORT ROLE in nature; it is NOT an IT -Technical support position.
*State of Georgia resident applicants only.

Skills:
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

Description:
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