Help Desk Analyst

State of Georgia; Atlanta (GA); Remote; USD 45,000 - 65,000; Full time

Job summary

A position is available for an ID Analyst to handle onboarding and offboarding of employees and contractors for the Office of Information Technology. This remote role requires an associate degree or equivalent experience in help desk support, proficiency with ticketing systems, and strong communication skills. The candidate should thrive under pressure and be detail-oriented while working independently as part of a diverse team.

Qualifications

• Associate degree or 2+ years help desk experience required.
• One year of experience with ticketing systems like ServiceNow.
• Detail-oriented and capable of working independently.

Responsibilities

• Process onboarding and offboarding requests with accuracy.
• Submit requests for accounts and equipment.
• Communicate status updates to hiring managers.

Skills

Helpdesk ticketing systems

Excel proficiency

Communication

Detail-oriented

Team collaboration

Pressure management

Education

Associate degree in a related field

Tools

ServiceNow

Job description

2 days ago Be among the first 25 applicants

The ID Analyst will work remote, for the Office of Information Technology processing, the onboard and offboard of employees and contractors working for DHS.

*State of Georgia resident applicants only.

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

Position Responsibilities:

• Receive and track onboard and offboard requests; check the requests for completeness and accuracy

• Submit 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 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 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 candidate to work in the United States

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  IT Services and IT Consulting

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