Help Desk Analyst 2

ID AnalystThe 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 accuracySubmit 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 requestsTrack progress of requests to completion and escalate to vendors and management as needed.Review accounts for accuracy of provision or deprovision based on requestsTest new accounts upon creation for successful login to equipment, network, home drives, office 365 email, and remote VPNConfirm onboard accounts are assigned group memberships, network drives, and ServiceNow profiles as requestedVerify group memberships, network drives, and ServiceNow profiles are disabled for offboardsCommunicate status of processed onboard or offboard requests to hiring managersResolve requests within SLA while providing the highest level of customer serviceDisplay a consistent understanding of compliance to assist in high priority escalations and requestsQualifications & Skills Required:Associate degree in a related field OR minimum 2+ years of help desk supportOne-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 timelinesMinimum 2+ years proficiency with excel spreadsheets, including formulas and reportingDetail oriented with the ability to work independentlyExcellent oral, written, and interpersonal communicationExperience in performing well under pressureCapable of working competently with personnel at multiple levels of the organizationExperience with ServiceNow or Okta is a plusMust have work authorization that allows candidate to work in the United States