Help Desk Analyst

Help Desk Analyst 2The ID Analyst will work remote, for the Office of Information Technology processing, the onboard and offboard of employees and contractors working for DHS.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 StatesSkill Matrix:Associate degree in a related field - 2 YearsExperience with excel spreadsheets, including formulas and reporting - 2 YearsExperience with O365 Pro Plus core applications - 1 YearsExperience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.). - 1 YearsExcellent oral, written, and interpersonal communication - 2 YearsExperience with HelpDesk support.About Us:InterSources Inc. is a Small, Woman, and Minority-Owned Business Enterprise, ISO/IEC 27001, SOC 2 Type 2 certified company with massive 18+ years of diversified experience in providing IT Consulting Services, Artificial Intelligence, Data Analysis, Application Development, Cloud Services, Cybersecurity, Digital Marketing, ERP Management, Custom Software Development, Web Development, UI/ UX Design, System Integration, QA Support etc. We make reasonable accommodations for clients and employees, and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud and Oracle partner company.