Help Desk Analyst 2

4P Consulting Inc.; Atlanta (GA); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading consulting firm is looking for an ID Analyst to work remotely. This role involves administrative support primarily focused on onboarding and offboarding employees and contractors. Candidates should possess an associate degree or equivalent work experience, with a strong emphasis on detail-oriented tasks and customer service. Applicants must be Georgia residents.

Qualifications

• Associate degree or 2+ years in help desk support.
• Experience with Helpdesk ticketing systems.
• Proficiency in Excel with formulas and reporting.

Responsibilities

• Receive and track onboard and offboard requests.
• Submit requests and coordinate with application teams.
• Communicate status to hiring managers.

Skills

Detail oriented

Communication

Helpdesk support

Customer service

Teamwork

Education

Associate degree in a related field

Tools

ServiceNow

Excel

Job description

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

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

*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 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

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