Help Desk Analyst 2,Atlanta, GA,USA

Intellibee; Atlanta (GA); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking an ID Analyst in Atlanta, Georgia, to facilitate the onboarding and offboarding of employees. Responsibilities include managing helpdesk inquiries, ensuring accurate account setups, and maintaining compliance. The ideal candidate will have an associate degree and experience in helpdesk support, with a focus on teamwork, communication, and detail-oriented tasks.

Qualifications

• Associate degree or 2+ years of help desk support required.
• Experience with ServiceNow or similar ticketing systems preferred.
• Detail-oriented with strong communication skills needed.

Responsibilities

• Process onboard and offboard requests; check for completeness.
• Submit requests for new accounts using ServiceNow.
• Coordinate with application teams for access requests.

Skills

Helpdesk ticketing systems

Excel spreadsheets

Oral communication

Written communication

Interpersonal communication

Education

Associate degree in a related field

Tools

ServiceNow

O365 Pro Plus

Remedy

Job 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.

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