Help Desk Analyst 2 - Atlanta, GA

Overview

Description: The Department of Human Services, Office of Information Technology is seeking candidates for the position of ID Analyst located in Atlanta, Georgia.

Role: Help Desk Analyst 2

Location: Atlanta, GA / REMOTE

Contract: 1 year

Description: The ID Analyst will work remotely for the Office of Information Technology, handling onboarding and offboarding of employees and contractors for DHS.

Note: This position is ADMINISTRATIVE/CLERICAL SUPPORT in nature; it is NOT an IT - Technical support position.

Eligibility: 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 the ServiceNow ticketing system.
• Submit requests 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 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 the candidate to work in the United States.