Help Desk Analyst 2 - Atlanta, GA

STI; Georgia; Hybrid; USD 45,000 - 60,000; Full time

Job summary

The Department of Human Services in Atlanta, Georgia seeks a Help Desk Analyst 2 for a 1-year contract. This administrative/clerical role is remote and focuses on onboarding and offboarding employees and contractors for the DHS Office of Information Technology.

The position uses ServiceNow and requires ensuring access provisioning aligns with SLAs, while delivering high levels of customer service. State residency is required.

Qualifications

• Associate degree in a related field or 2+ years of help desk support.
• 1 year of proven experience with help desk ticketing systems (ServiceNow, Remedy, etc.).
• 2+ years in a fast-paced environment with diverse teams and aggressive timelines.
• 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 under pressure and ability to work with multiple organizational levels.
• Experience with ServiceNow or Okta is a plus.

Responsibilities

• Receive and track onboard and offboard requests; check for completeness and accuracy.
• Submit requests for new accounts using ServiceNow ticketing system.
• Submit requests for setup and delivery of equipment and wireless devices.
• Coordinate with application teams for access requests.
• Track progress of requests to completion and escalate as needed.
• Review accounts for accuracy of provisioning or deprovisioning.
• Test new accounts upon creation for login to equipment, network, home drives, and VPN.
• Confirm onboard accounts have groups, network drives, and ServiceNow profiles.
• Verify offboard accounts are disabled and documented.
• Communicate status to hiring managers and resolve requests within SLA.
• Support high-priority escalations with compliant processes.

Skills

Detail oriented / independent work

Excellent communication

Under pressure performance

Interpersonal communication

Education

Associate degree in related field

Tools

ServiceNow

Remedy

Excel

Okta

Job description

Help Desk Analyst 2

Atlanta, GA/REMOTE

1 year Contract

Description

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.

*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 escalates 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