Help Desk Analyst 2

Intellibee Inc; Atlanta (GA); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company in the tech sector is seeking a Help Desk Analyst 2 for a remote position in Atlanta. The role involves processing onboard and offboard requests for employees, utilizing the ServiceNow ticketing system, and ensuring compliance while delivering exceptional customer service. The ideal candidate will have an associate degree or equivalent experience and a proven track record in helpdesk support.

Qualifications

• 2+ years of help desk support experience needed.
• Experience with helpdesk ticketing systems required.
• Proficient with Excel, including formulas and reporting.

Responsibilities

• Track onboard and offboard requests for employees.
• Coordinate with application teams for access requests.
• Resolve requests within SLA while maintaining high customer service.

Skills

Helpdesk support

Communication

Attention to detail

Teamwork

Working under pressure

Education

Associate degree in a related field

Tools

ServiceNow

Excel

O365 Pro Plus

Job description

Help Desk Analyst 2,Atlanta, GA,USA

Help Desk Analyst 2

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

The 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 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
  
  

Skill Matrix

• Associate degree in a related field Required 2 Years
• Experience with excel spreadsheets, including formulas and reporting Required 2 Years
• Experience with O365 Pro Plus core applications Required 1 Years
• Experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.). Required 1 Years
• Excellent oral, written, and interpersonal communication Required 2 Years
• Experience with HelpDesk support. Required 1 Years