Help Desk Support/Technical Support - Remote

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.

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