Help Desk Analyst

Job Description


  • 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 at a central location in the Office of Information Technology processing the onboard and offboard of employees and contractors working for DHS.

*This is not a technical support position. Also, the position is temporarily remote due to Covid-19.

*Local Metro Atlanta area applicants only.

The duties and responsibilities will include:
Receive and track onboard and offboard requests; check the requests for completeness and accuracy;
Submit requests for Office 365 email and local Active Directory (AD) accounts for new hires through Remedy system;
Requests the setup and delivery of equipment or 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 Remedy profiles as requested;
Verify group memberships, network drives, and Remedy 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 in order to assist in high priority escalations and requests;
Cadence structure and reporting to OIT Leadership on a weekly basis.


Requirements

Skill
Required / Desired
Amount
Experience
Associate degree in a
related field or minimum 2+ years of help desk support

Required
2
Years
Experience with O365 Pro
Plus core applications

Required
1
Years
proficiency with excel
spreadsheets, including formulas and reporting

Required
2
Years
Proven experience
working in a fast paced project environment with aggressive timelines

Required


Excellent oral, written,
presentation and interpersonal communication

Required


Helpdesk Software
Experience

Required
2
Years
Experience with Remedy
or other Enterprise ticketing systems

Required
2
Years
Experience with Okta
Integration is a plus

Highly desired





Questions:

  • This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement?
  • The selected candidate will be expected to start their engagement no later than 2 weeks (10 business days) from the client s selection date. Do you accept this requirement?
  • Remote Work Permitted: Due to COVID-19, the client has agreed to allow the selected candidate to work remotely for the time being. However, the selected candidate must be available to report onsite as directed by the client. Do you accept this requirement?






Dice Id : 90934554
Position Id : 202000133443628
Originally Posted : 2 months ago
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